This guide gathers all the information on setting up and using the Voicemail service. Created: January 2019 Updated: March 2024 Permalink: https://wildix.atlassian.net/wiki/x/lQbOAQ |
Notes:
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Each user of the system can access Voicemail via Feature Code 81 (by default): Dial the feature code 81 from any device and follow the instructions.
Additionally it is possible to access a graphical Voicemail menu from:
iOS / Android - History menu -> Voicemail tab (see iOS Collaboration Mobile User Guide, Android Collaboration Mobile User Guide)
Voicemail management is possible if you access Voicemail by dialing Feature code 81 (by default).
Language set in Collaboration Settings -> Personal is applied for Voicemail playback, if the corresponding language package is installed on the PBX. If not, language selected in WMS Settings -> PBX -> Language and Region is used for all the audio prompts.
By default message details are not pronounced. You can enable announcing date, time and caller phone number for Voicemail messages in WMS -> Dialplan -> General Settings. Otherwise, press 2 for message details after the message playback.
It is possible to check Voicemail details from Wildix devices
Forwarding is available from Wildix Phones (WP4X0G 2017, Start, WorkForce, WelcomeConsole) for users of the same PBX (not in WMS network):
User can view forwarded message from any Wildix device; forwarded messages have the prefix "Fwd:"
Demo video:
https://youtu.be/NOexnOSSJLQ |
<iframe src="https://youtube.com/embed/NOexnOSSJLQ" width="560" height="315" frameborder="0" allowfullscreen="allowfullscreen"></iframe> |
Via IVR menu:
You can also delete Voicemail from:
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In case using "Shared Voicemail" feature, subscribers can delete Voicemails of the mailbox owner. |
Dial 81, then press 2 for message details, then press 2 again to change folders:
Call 81, press 0 for mailbox options, then:
Follow the audio instructions to enter the first five symbols of the WEB password of a user (used for access to WMS/ Collaboration)
See also: Shared Voicemail.
Users receive notifications about new Voicemails via email with attached audio file (if email is specified in user personal settings).
Additionally users can receive Voicemail transcription to email.
Feature is enabled by default on PBXs with recurrent licenses (feature can be disabled in WMS Dialplan -> General Settings, “Convert Voicemails to text and send by email”). Requirements:
More information: Wildix Business Intelligence. |
Users receive "message waiting indicator" notifications about new Voicemails:
Voicemail notifications are synced between all the devices of the same user. They are also synced between the subscriber and the mailbox owner in cause using "Shared Voicemail" feature.
Custom provisioning parameter EnableMWISubscribe allows enabling Voicemail LED notifications for analog phones connected to W24FXS 2015. More information: Provisioning Custom Settings.
Forwarding to Voicemail can be set up by user in user settings (Collaboration / WMS) or by system administrator in Dialplan.
In Collaboration -> Settings -> Features users can set up call features per call type (internal / external / blacklist / whitelist) and based on the current user status (available / do not disturb / away).
If "external", "blacklist" and "whitelist" classes are not activated ("Activate class" tick is off), behavior is inherited from "internal" class. If "do not disturb" and "away" is not activated ("Activate class" tick is off), behavior is inherited from "available" status. More information: Collaboration - User Guide (Settings - Call features).
Example1: "Do not disturb" / "away" tick is off - this means when user status is dnd and user is busy on the phone, calls are forwarded to Voicemail (in the first column for "available" status Call Forward Busy: VOICEMAIL is specified):
Example2: "external" class is activated only for "away" user status, this means, for "available" and "do not disturb" status behavior will be inherited from "internal" call class, and only in case user status is "away", all external calls will be forwarded to voicemail (Call Forward All: VOICEMAIL):
Video tutorial - Setting call forwarding rules
https://fast.wistia.com/embed/medias/jzr33s5c78 |
<script src="https://fast.wistia.com/embed/medias/jzr33s5c78.jsonp" async></script><script src="https://fast.wistia.com/assets/external/E-v1.js" async></script><span class="wistia_embed wistia_async_jzr33s5c78 popover=true popoverAnimateThumbnail=true" style="display:inline-block;height:315px;position:relative;width:560px"> </span> |
Video tutorial - Setting call forwarding rules based on user status, call type
https://fast.wistia.com/embed/medias/3sgkb51t6i |
<script src="https://fast.wistia.com/embed/medias/3sgkb51t6i.jsonp" async></script><script src="https://fast.wistia.com/assets/external/E-v1.js" async></script><span class="wistia_embed wistia_async_3sgkb51t6i popover=true popoverAnimateThumbnail=true" style="display:inline-block;height:315px;position:relative;width:560px"> </span> |
Dialplan application "Go to Voicemail" allows routing calls to Voicemail. As destination it is possible to add one or multiple extensions and email addresses. For more details refer to the guide Dialplan applications.
Use case: normally this application is used with Switches and Timetables, allowing routing of incoming route calls to Voicemail in case the office is closed. You can learn more about setting switches and timetables in WMS Start Guide (Dialplan practical examples -> External Dialplan: main).
Users can forward a ringing call / an active call to Voicemail at any time via Collaboration:
Note: in case call is sent to VM before answer, greeting is played; in case call is sent to VM after answer, only beep is played. |
Video tutorial:
https://fast.wistia.com/embed/medias/ec07tbkzn1 |
<script src="https://fast.wistia.com/embed/medias/ec07tbkzn1.jsonp" async></script><script src="https://fast.wistia.com/assets/external/E-v1.js" async></script><span class="wistia_embed wistia_async_ec07tbkzn1 popover=true popoverAnimateThumbnail=true" style="display:inline-block;height:315px;position:relative;width:560px"> </span> |
Shared Voicemail feature works only for users of the same PBX (not in WMS network). |
Wildix system supports two ways of subscribing to someone's Voicemail:
Feature works only for WP480G / WP490G 2017 (r3)/ WelcomeConsole/ WorkForce / Vision / SuperVision. (BLF key is displayed in Collaboration -> Fn keys menu starting from WMS 5.02.20201116.5) |
Note: Starting from WMS 5.02.20201015.2, the BLF "Voicemail" can be used for viewing missed Call group calls and voicemails notifications. Check the documentation How to set up the Call Group notifications manager feature for details. |
For USA/ Canada PBXs Voicemail is protected by PIN by default. This affects all the cases: access via Feature Code 81, access via XML by pressing Voicemail button, access to shared Mailbox via BLF key "Voicemail" etc. To access Voicemail, users have to enter their PIN (PIN = the first 5 characters of the user's WEB password). How to enter the PIN code from the phone:
You can disable the PIN protection by adding ACL permission "can use" - "voicemail without pin code" in WMS Users - Groups. |
How-to:
When monitored user receives a new Voicemail, BLF LED turns steady blue until the owner or the subscribed user reads the message (or marks it as "read").
Both the mailbox owner and the subscriber can delete Voicemails from WP phones XML browser interface.
Important: ACL rule "Cannot use - Voicemail" has higher priority than "Can see - Voicemail", read ACL rules & Call classes management Guide for details.
Known issue: in failover scenario (TCP / 443), BLF subscription is sent only once. More on Failover scenario: Failover Guide. |
By adding a rule in WMS -> Users -> Groups - "Cannot use - Voicemail" you can restrict access to Voicemail via Collaboration, Feature code, Wildix Phones, Vision, SuperVision, WP600AXX, iOS/ Android apps.
More information on ACL permissions: ACL rules and Call classes management - Admin Guide.
Added new ACL (in WMS -> Users -> Groups): "Can/ cannot use voicemail without pin code”
By default this ACL is disabled (which means, users can use voicemail without PIN code). |
This ACL restriction is present by default for the USA and Canada. |
This ACL does not affect Collaboration (which means, even if the restriction is present, users can still access their Voicemail from Collaboration without having to enter PIN code) |
To enter PIN code from Wildix phones:
Enter first five symbols of your user password. Note: press once the star * symbol in place of any special characters (*#$^& and others). Press once a corresponding alphanumeric key in place any minuscule and majuscule letter. E.g. press 2 to enter 2, a, A, b, B, c, C.
Feature is disabled by default. To start using this feature, it is necessary to
Use case: someone has reached the company and the call was sent to Voicemail, caller can hit 0 at any time to speak with an operator
How to enable it:
Dialplan example:
The "o" entry must be added to all originating Dialplans that a call arrives in, where you want the user to be able to utilize the 0. Examples:
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The option to auto-delete Voicemails after a certain period of time is present in WMS Settings -> PBX -> Call and chat history.
It is possible to allow access to Voicemail from any external phone number using Dialplan application "Voicemail access". By default Voicemail is protected by PIN. You can disable PIN protection in Dialplan application settings. Read more in the guide Dialplan applications.
Use case: user of the system would like to check his/her Voicemail from outside, by dialing a company phone number. They dial the company phone number, dial some digit to access their Voicemail and enter their PIN.
Via CDR-View it is possible to see the statistics on the Voicemails received by the users of the system. More information: CDR-View User Guide.
Currently three requests are supported: DELETE / PUT / GET. Check documentation (under History -> Voicemail): https://www.wildix.com/wms5-api-interface/
Voicemails can be stored only in case the backend to store all the PBX data and a partition for Voicemail is added in WMS Settings -> System -> Storages. More information: WMS Start Guide (Storage services).