Purpose and location
Assign mailboxes, PINs, greetings, notifications and message retention.
Open Call management → Voicemail. The available controls depend on the active edition, module entitlement, role and tenant scope.
Before you start
Write down the current source and destination path before editing it. Keep a registered test extension, a rollback destination and Calls & Reports open for validation.
Capture the current value or export the affected records before a bulk or routing change. This gives the operator a precise comparison point and makes a supported transaction undo easier to assess.
Step-by-step workflow
Complete the steps in order. Do not combine an initial configuration with unrelated cleanup; small, attributable changes are easier to test and reverse.
- Enable the mailbox on an extension.
- Set and securely deliver the PIN.
- Configure greeting and email notification.
- Call *97 and verify playback, save and delete actions.
Field reference
Use the reference below while completing the form. Fields hidden by edition, module entitlement or role are intentionally unavailable to the signed-in user.
- Extension
- Mailbox owner and detected identity for *97.
- PIN
- Current mailbox access code; changeable by authorized users.
- Greeting
- Default or recorded unavailable message.
- Email notification
- Optional recipient and attachment policy.
- Retention
- Message lifecycle and deletion policy.
Acceptance checks
A saved record is only the beginning of validation. Run every relevant check below and retain the call-session ID, time and result when telephony is involved.
- Call *97 from the owner extension and verify PIN entry, message count and menu actions.
- Call *98 from another extension when enabled and verify mailbox plus PIN authentication.
- Leave a message, replay it, save or delete it, and confirm notification and retention behavior.
Common mistakes and safe recovery
If a check fails, stop adding changes. Restore the previous value or use a supported transaction undo, regenerate PBX configuration, then repeat the smallest failing test.
- Do not display or log mailbox PINs outside authorized administration views.
- An extension without a mailbox must hear an explicit not-configured announcement.
What to include in a support case
Provide the tenant, module and object name, local time with timezone, expected result, observed result and the most recent successful state. For a call problem, include the logical call-session ID and the redacted SIP/SDP text diagnostic before requesting PCAP.
Never paste passwords, private keys, raw license payloads or unredacted customer media into a ticket. Use the one-time diagnostic grant and attachment controls when support requests additional evidence.