How Voicemail Works
Each extension has its own separate voicemail box.
Employee Extensions = personal voicemail boxes
Department Extensions = shared department voicemail boxes
When a caller leaves a voicemail, it is stored in the voicemail box of the extension they reached.
Example:
If a caller presses 1 for Sales, and Department Extension 1 rings Employee Extension 702, the voicemail is stored in the Sales Department voicemail box, not Extension 702.
Only callers who dial 702 directly would reach Extension 702’s voicemail greeting and mailbox.
Where to Find Voicemails
All voicemail messages appear in your phone system Inbox.
From the Inbox, you can:
Listen to messages
Call back the caller
Add notes
Download the voicemail
Forward the voicemail
Delete the voicemail
If voicemail transcription is enabled, you may also see a text transcription in your Dashboard.
Voicemail Email Alerts
When a caller leaves a voicemail, the system can send an email notification that includes:
Caller information
Date/time of call
MP3 audio attachment of the voicemail
You can set one or multiple email addresses to receive these alerts inside the extension settings.
Voicemail to Email Notification Options
You can choose how voicemail messages are delivered for each extension.
None
No email notification will be sent.
Copy (Recommended)
The voicemail will appear in your Unitel Voice Inbox, and a copy will be emailed to the address on file with the voicemail audio attached.
Notify
The voicemail will appear in your Unitel Voice Inbox, and an email notification will be sent letting you know a voicemail was received. The audio file is not included.
Forward
The voicemail will be emailed to you with the audio attachment, but it will not be stored in your Unitel Voice Inbox.
How to Set Up Voicemail
Each extension can have its own:
Voicemail greeting
Email forwarding addresses
Notification settings
To Edit an Employee Extension
Click Extensions
Click EDIT next to the employee extension
Scroll to voicemail settings
Make changes
Click Save
To Edit a Department Extension
Click Extensions
Click EDIT next to the department extension
Scroll to voicemail settings
Make changes
Click Save
Voicemail Greetings
You may:
Record your own greeting
Upload an audio file
Use the Voice Talent Studio for a professional greeting
Use the default generic greeting
If no custom greeting is active, the system will use the default voicemail greeting.
Storage Limits
Each extension voicemail box can hold approximately:
Up to 200 messages
Up to 50 MB total storage
Actual capacity depends on message length.
If the mailbox becomes full:
Callers hear a "voicemail full" announcement
New messages cannot be left
The system sends a warning email when the mailbox reaches approximately 75% full.
On the Extensions page, each extension displays how much voicemail storage is currently being used and how much space remains available for that mailbox.
How Long Messages Are Stored
Voicemails are stored for 60 days.
Messages are automatically deleted on a rolling basis after 60 days.
If you need to keep a voicemail longer, download it before deletion.
How to Delete Voicemails
You can manually delete messages anytime from the Inbox.
Method 1: Trash Icon (Desktop)
Click the trash icon beside the voicemail.
Method 2: Info Button (All Devices)
Open the message details and select Delete.
Method 3: Bulk Delete (All Devices)
Check multiple messages
Click Delete in the action bar
Best Practices
Check voicemail regularly
Delete old messages often
Download important messages
Keep greeting messages updated
Confirm email forwarding addresses are correct
ⓘ Still confused? Having trouble?
Contact us at [email protected], call 855-888-6423 x2, or Chat with us online.
We're here to help!