Voicemail

The voicemail IVR application is used as an automatic telephone answering service. Inbound calls can be forwarded to the voicemail number where callers hear prompts and can leave messages. Users can manage their voicemail boxes by using the voicemail IVR application or an end-user application such as Communication Panel. They can also use the IVR options to manage voicemails remotely. If they have rights, they can also manage queue voicemails via the IVR application. Listening and deleting personal voicemails can be done in the end-user application but the IVR application must be used to record new greetings and manage queue voicemails.

Configuration

To enable the voicemail service in your system, you must:

  1. Configure the SMTP virtual server using IIS.

    This is needed when notifications about new voicemails are sent to users.

    For more information, see Installation Guide.

    Note:

    As of 1608, SMTP virtual server installation is no longer required if an external SMTP server is used. In this case, the Autom. Reply Mode for E-Mail Messages option should be disabled. For more information about the external SMTP server, see Configuring System E-Mail Settings.

  2. Configure the E-Mail Sender variables in Infrastructure Administrator (IA).

    This also is needed when notifications about new voicemails are sent to users.

    For more information, see E-Mail Sender Variables.

  3. Configure system-wide voicemail settings in SC.

  4. Define the number ranges for voicemails.

  5. Configure the voicemail settings of users and queues.