Manage voicemail settings for a user

As a SIMPLE administrator, you can manage some of the voicemail settings for your users. All settings can be managed from the User tab or from the Numbers tab.

To change any voicemail setting from the User tab, the first five steps are the same:

  1. Click the Voicemail tab.
simple-administrator-users-actions-voicemail

Turn voicemail on or off

The default is for voicemail to be turned on; you only need to turn it on if it has been turned off. 

  1. Change the Voicemail Service toggle to "on" or "off" and click Save.

Turn call forwarding busy on or off

  1. Change the Voicemail Service toggle to "on."

  2. To turn the feature on, select the checkbox for When busy, send calls to voicemail. 

    To turn off Call Forwarding Busy, deselect the checkbox for When busy, send calls to voicemail.

  3. Click Save.

Turn call forwarding unanswered calls on or off

The default is for unanswered calls to be sent to voicemail. We don't recommend you turn off this feature because then callers can't leave a message. 

  1. Change the Voicemail Service toggle to "on."

  2. To turn off the feature, deselect the Send unanswered calls to voicemail checkbox. Remember, this will allow the number to ring with no answer from voicemail.

    To turn the feature back on, select the same checkbox.

  3. Click Save.

Turn on voicemail opt-out

This feature allows callers to leave a message or be transferred to another number.

Note: When this feature is on, the voicemail greeting needs to change to give callers the option to either leave a message or press 0 to be transferred to the operator or an individual who will assist them.

  1. Select the Transfer on '0' to phone number checkbox to enable a caller to exit out of voicemail and speak to an operator or assistant.

  2. In the Phone Number field, type the 10-digit phone number of the operator or assistant.

  3. Click Save.

Choose the voicemail greeting

As an administrator, you can set a default or custom greeting for a user's voicemail.
 

Default — the default greeting can either be a system-generated or user-recorded greeting, recorded when their mailbox was set up. Here's an example of a default greeting: You've reached Becky at CenturyLink, I'm currently on the phone. Please leave a message and I'll return your call as soon as possible.

  1. In the Greetings section, under the Busy heading, select the Default radio button. Or, to change the greeting when a user doesn't answer, select Default under the No Answer heading.
  2. Click Save.

Custom — a custom greeting is used to replace the default greeting. This option is generally used during exceptionally busy times. Here's an example of a custom greeting: You've reached Becky at CenturyLink, I'm currently on the phone, you can either leave me a message. Or, for immediate assistance, call my colleague Jeff at 303-666-0909.

  1. In the Greetings section, under the Busy heading, select the Custom radio button. Or, to change the greeting when a user doesn't answer, select Custom under the No Answer heading.

  2. Click the arrow and upload a CITT u-Law 8.000kHz, 8-bit Mono WAV file.

  3. From your computer, click on the file, then click Open.

  4. Click Save.

Note:  You can record an updated greeting through the phone, but if you want to upload a temporary file for longer periods of time, you can upload a custom file. To return to the previous greeting without having to re-record a message, select the Default radio button, then click Save.

Change the number of rings before voicemail answers

The default is for the phone to ring three times before voicemail answers. You can set the number of rings from 2–20.

  1. From the Number of Rings Before Playing a Greeting list, select the number of rings you'd like.

    We recommend 3–5 rings before sending callers to voicemail. Most callers expect to be sent to voicemail if you’re unavailable; after more than six rings, callers are likely to hang up.

  2. Click Save.

Turn on voicemail alerts

You can turn on email or text alerts to let users know when they have a voicemail message.

For email alerts:

  1. Change the Notify me of any new voicemail messages toggle to on.

  2. Select the Via email button, then type the user's email address.

  3. In the Additional Voicemail Settings section, select the "Email a copy of message to" checkbox.

  4. In the Email address list, enter the user's email address again.

  5. Click Save.

Note: If a user listens to a message by clicking the WAV file in their email, they must dial into their voicemail box to delete the played messages. If this is not done, the mailbox will fill up.

For text alerts:

  1. Change the Notify me of any new voicemail messages toggle to on.

  2. Select the Via text button, then type the user's phone number.

  3. From the Select Provider list, select the user's mobile phone carrier.

  4. Click Save.

Turn the voicemail indicator on and off

The default setting is for the voicemail indicator light to be on.

  1. Select or deselect the Use phone message indicator checkbox to have the indicator light turn on or off when a user receives a message.

  2. Click Save.

Reset a voicemail PIN for a user

  1. Click the Reset Voicemail PIN button.

    SIMPLE sends an email with a temporary PIN to the email address on file for the user.