🔄Overview

The Voicemail feature in BroadWorks provides users or services with a robust and flexible solution for managing missed calls and voice messages. Designed to enhance communication efficiency, this feature ensures that important messages are never lost, even when users are unavailable.

🧩 Prerequisites

• Ensure the user has the Voicemail Service Pack assigned.
  • This can be verified by an administrator in the user’s service profile.
  • Without this, voicemail features will not be available.

🎛️ Voice Management Settings

Located in the user’s profile under Voicemail > Voice Management, this section allows users to control how voicemail behaves:

Voice Messaging Options

• Voice Messaging: On/Off
  Toggle to enable or disable voicemail for the user.

• Send All Calls to Voicemail
  Automatically routes all incoming calls directly to voicemail.

• Send Busy Calls to Voicemail
  Sends calls to voicemail only when the line is busy.

• Send Unanswered Calls to V

When a Message Arrives…

• Use Unified Messaging
  Allows voicemail messages to be accessed via the phone.

  • Use Phone Message Waiting Indicator (MWI)
    Enables the message waiting light on supported desk phones when a new voicemail is received.

• Forward it to this Email Address
  Automatically sends voicemail messages as audio attachments to the specified email address.

Additionally…

• Notify me by email of the new message at this address
  Sends a notification email (without the audio file) when a new voicemail is received.

• Email a carbon copy of the message to
  Sends a duplicate of the voicemail message to a secondary email address.

• Transfer on ‘0’ to Phone Number
  Allows callers to press 0 during your voicemail greeting to be transferred to another phone number (e.g., receptionist or mobile).

These settings can be adjusted via the User Web Portal also.

Greetings Settings

Admins and Users can manage and personalize voicemail greetings through the Web Portal under Voicemail > Greetings. This section allows for detailed control over how callers are greeted and what happens after the greeting plays.

General Settings

• Disable Message Deposit
  Prevents callers from leaving a voicemail after the greeting.

• Disconnect Call After Greeting
  Ends the call immediately after the greeting plays.

• Forward Call After Greeting To:
  Redirects the call to another number after the greeting finishes.

Busy Greeting

• Choose between:
  • System Greeting – A default message provided by the system.
  • Personal Greeting – A custom message recorded by the user.
• Audio Upload/Recording – Users can upload or record their own audio file.

No Answer Greeting

• Number of Rings Before Greeting – Set how many rings occur before the greeting plays.
• Choose between:
  • System Greeting
  • Unavailable Greeting
• Audio Upload/Recording – Customize the message callers hear when the call is not answered.

Extended Away Greeting

• Used when the user is unavailable for an extended period.
• Disable Message Deposit – Prevents voicemail from being left during this time.
• Audio Upload/Recording – Record a message explaining the extended absence.

Alternate No Answer Greetings

• Users can create and manage multiple alternate greetings.
• These can be activated manually or scheduled for specific times (e.g., holidays, after-hours).

✅ Best Practices

• Regularly check and clear your voicemail inbox.
• Use a strong PIN and update it periodically.
• Record a clear, professional greeting.
• Enable voicemail-to-email for easier access and backup.