You can create private (and shared) Voicemail boxes, if you're on the full VoIP (AMS) plan. This allows you to set agent specific (or group specific) voicemail inboxes. This is particularly useful for those who have IVR set up. So if you say "Press 1 for Jane, Press 2 for Tom", only Jane will hear voicemails left for her. Previously, the voicemail messages could be heard by all users who had permission to use that phone number.
Step 0: Contact us on the help app to request feature
**We are only releasing this feature to accounts who request it at this time. Use the help app to request access. You must be on the AMS plan for this feature.**
Step 1: Set up voicemail recordings
Go to SETTINGS> Phone Dialer> Greetings & Recordings. Call to record or upload a mp3 of the voicemail the client will hear if they don't reach you. Once it's uploaded, edit the name to be Agent Name (or Team Name) Voicemail. Deselect Voicemail Drop and/or Playable Recording as that is not needed for voicemail. Save.
Step 2: Set up voicemail boxes
Go to the Voicemail Boxes tab. Create the new voicemail box. Name it, set the appropriate greeting and set the user(s) you want to have get the voice message left by your clients. Create.
Step 3: Apply voicemail box to Phone Numbers or IVR Menus
a. Apply to Phone Number
Go to Phone Numbers. Edit the phone number by hitting the blue options next to it. Select the proper voicemail box. Save.
b. IVR Set up
Go to the IVR tab. Create (or edit) an IVR menu. Name it (ie Main Office IVR) and set a greeting for it. That greeting would be a recording such as "Thanks for calling our agency. This call will be recorded for quality and compliance assurance. Press 1 to speak with a licensed agent. Press 2 for Julio. Press 3 for Jane." Hit Create.
Then you will set up the extensions, along with their voicemail boxes.
Then go to Phone Numbers and apply that as the greeting for Welcome Message. Save.
