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Viewing voicemails for a call routing extension Follow

Auto receptionists, call queues, and shared line groups have their own dedicated voicemail inbox. You can allow callers to leave voicemails by change the extension's routing options to route to the extension's voicemail.

Follow this article to access a voicemail inbox for an auto receptionist, call queue, or shared line groups. You can view, play, or delete messages.

You can also share a voicemail inbox to allow other phone users to access it.

This article covers:

Prerequisites for viewing voicemails for a call routing extension

  • Pro, Business, or Education account
  • Account owner or admin privileges
  • Zoom Phone license

Note: To allow callers to leave messages in the extension's voicemail, change the extension's routing options to route to the extension's voicemail.

  • Auto receptionists: Change the Business Hours or Closed Hours settings to route to the current extension's voicemail.
  • Call queues or Shared line groups: Change the Overflow setting to route to the current extension's voicemail inbox.

How to access the voicemail inbox for an auto receptionist, call queue, or shared line group

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then click one of these options:
  3. Click an extension's name.
  4. Click the Voicemail tab.
  5. You can identify voicemail messages using the following:
    • If the number has a caller ID name or belongs to your organization, you'll see a name above the number.
    • Voicemail entries marked by a blue dot haven't been played yet.
  6. Use the search options at the top to search for a specific contact or phone number, or click the drop-down menu at the top to filter by read or unread messages

How to play, download, or delete voicemails

  1. Access the voicemail inbox for an auto receptionist, call queue, or shared line group.
  2. Click the following options to view and manage voicemails:
    • Play icon: Play the voicemail message and display a transcript of the voicemail message if Zoom Phone was able to transcribe it.
      Note: If a phone with access or admin plays an unplayed voicemail message, the message will show as played for all other phone users with access or admins.
    • Download: Save the voicemail message (MP3 file).
    • Delete: Delete the selected voicemail message. To delete several entries at once, click the checkbox beside the status column and click Delete at the top of the table.
      Note: If a phone user with access or admin deletes a voicemail message, the message will be deleted for all other phone users with access or admins.