Visual Voicemail

Visual Voicemail

How do I listen to a voicemail?
  • Tap a voicemail to expand it
  • Press the play button

The message will stream directly to your device.


How do I request a transcript?
  • Tap Get Transcript on a voicemail

Processing usually takes 15–30 seconds. Once completed, the transcript will be saved and load instantly next time.

What information does the automated summary include?

The summary includes:

  • The caller’s intent
  • Key details like names, dates, and numbers
  • An urgency assessment

A full word-for-word transcript is also included below the summary.

Can I call back directly from a voicemail?

Yes.

If a caller ID number is available:

  • Tap Call Back on the voicemail

This will immediately place a call through your softphone.

Why does a voicemail show “Transcript unavailable”?

This can happen if:

  • The transcript hasn’t been requested yet
  • The audio is too short or unclear

Tap Get Transcript to try again. If it fails, a Try Again option will appear.

How do I manage my voicemail greetings?
  • Tap Voicemail Settings
  • Scroll to the greeting section

You can manage:

  • Unavailable Greeting
  • Temporary Greeting
  • Name Announcement

You can record audio or upload a file. To remove a temporary greeting, delete it to revert to your default greeting.

How do I change voicemail email delivery settings?
  • Tap Voicemail Settings

From there you can:

  • Set or update your email address
  • Attach voicemail audio to emails
  • Enable or disable “Delete After Emailing”

Note: Enabling delete will remove messages from the app after they are emailed.

What are monitored mailboxes?

Monitored mailboxes allow you to view and manage voicemails from additional mailboxes beyond your own.

These are typically used for:

  • Shared mailboxes (such as a Sales or Reception)
  • Covering for a coworker

When monitored mailboxes are enabled, all messages appear together in a single list within Visual Voicemail, sorted in chronological order.

Each message includes a small label (badge) showing the name of the mailbox it came from. The Visual Voicemail page header will also list all mailboxes you are currently monitoring, so you always know which mailboxes are included.

Most monitored mailboxes are read-only. You can listen to messages, request transcripts, and forward them, but you typically cannot delete messages or change their status. Your personal voicemail settings, such as greetings and email delivery, do not apply to monitored mailboxes since each one is managed separately.

If you need access to a monitored mailbox, submit a support ticket with the extension(s) you’d like to monitor. Once set up, the mailbox will automatically appear in your Visual Voicemail view.
 

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