Skip to content

Missed calls to voicemail

Last updated View as Markdown (opens in a new tab)

Send unanswered calls to voicemail and get each message by email.

When nobody answers, callers can leave a message, and each message is emailed to you. You do this by connecting the “nobody answered” path of the object that rings your people to a Voicemail.

Inbound number → User        → No answer                          → Voicemail → email
Inbound number → Ring group  → No answer                          → Voicemail → email
Inbound number → Queue       → Maximum waiting time exceeded      → Voicemail → email

Before you start

Section titled “Before you start”
  • A call flow that already rings someone: a User, Ring group, Queue or Call diversion.
  • The email address that should receive messages.
  • Optional: a custom greeting. You can record it in the browser or by phone while you set up, or upload an audio file.

1. Add the Voicemail

Section titled “1. Add the Voicemail”
  1. On the PBX tab, drag Voicemail from the Accept, make and divert calls group onto the canvas and click the gear icon.
  2. Enter a Name, such as “Sam’s voicemail” or “Office voicemail”.
  3. Choose a Greeting: Default, Custom (record with Record your voice or Upload file), or Disabled.
  4. Turn on Voicemail to email and enter the email address. Add more addresses if several people should get each message.
  5. Decide whether to keep messages in the mailbox too:
    • Email only: leave Local storage off.
    • Email and mailbox: turn on Local storage. Turn on Automatic deletion of read voicemail and set Older than, days, so the mailbox doesn’t fill up.
  6. If people will dial in to listen to messages, open Advanced parameters, note the Internal number and set a PIN code (optional).
  7. Click Save.

2. Connect the “nobody answered” path

Section titled “2. Connect the “nobody answered” path”

Connect the path that matches the object ringing your people:

Object Connect this path to Voicemail Notes
User No answer Also covers rejected calls, Do Not Disturb, and calls when all of the user’s devices are offline (they go to this path straight away). Only works for calls that reach the user directly in the call flow, not calls from a Queue or Ring group.
Ring group No answer Nobody in the group answered.
Call diversion No answer None of the external numbers answered.
Queue Maximum waiting time exceeded, and All users offline or on DND mode A queue keeps retrying until its Maximum waiting time runs out.

If a path isn’t connected, the call ends when nobody answers.

One mailbox can serve a whole team: connect several objects to the same Voicemail.

3. Apply configuration

Section titled “3. Apply configuration”

Click Apply configuration in the top-right corner. Nothing changes for real calls until you do.

Check it works

Section titled “Check it works”
  1. Call your number from a mobile and don’t answer on your phones.
  2. After the ring time runs out, you should hear the greeting. Leave a short message.
  3. Check that the email arrives. If it doesn’t, look in your spam folder, and check that the mailbox isn’t full (Open local storage).

If the call keeps ringing for a long time before voicemail, shorten the Ring time on the User or Ring group, or the Maximum waiting time on the Queue.

Variations

Section titled “Variations”
  • A mailbox for each person: give each User their own Voicemail on their No answer path, so direct calls go to the right person’s email.
  • Let callers skip the queue: on a Queue, turn on Enable exit code and connect the Exit code path to Voicemail. Mention the key in the queue’s Greeting.
  • Listen on a desk phone: set a BLF key for the mailbox’s Internal number to show when there are new messages.
Section titled “Related”