Sharing voicemail inbox access in Zoom App

This post was most recently updated on July 28th, 2022

Administrators of Zoom Phone can enable other users of Zoom Phone to access their voicemail messages from other phone users for various reasons, including sharing voicemail inboxes, call queues, automatic receptionists, and shared line groups.

When using shared voicemail inboxes, it is important to keep these things in mind:

  • In the Zoom desktop client, web portal, or on a provisioned desk phone, users can access shared voicemail inboxes that have been shared across multiple devices.
  • All phone users who share access to the shared inboxes will be able to see the status of played/unplayed messages across all of their phones. It is important to note that if one user plays an unplayed voicemail, all other users’ phones will view it as played.
  • In the event that a voicemail is deleted, it will be deleted for all other phone users who have access to that phone. If you share a voicemail inbox with someone else, this will include the person who owns the voicemail inbox that you shared with them.
  • It is important to note that if you put voicemail email notifications on the phone, you will receive an email notification for each phone user with access to the shared voicemail inbox when they listen to voicemails.
  • The Zoom Phone policy settings allow you to control whether voicemail is enabled or disabled for phone users.
  • In addition, you can also use role management to give access to the voicemail inboxes of call queues and auto receptionists by using role management.
  • There is also the option for administrators to restrict access to a phone user’s own voicemail messages.

In addition, administrators can view the voicemails of an auto receptionist, call queue, or shared line group from a web browser.

The following topics are covered in this article:

  • Levels of access
  • How to share your own voicemail inbox
  • How to share a phone user’s voicemail inbox
  • How to change a phone user’s level of access to their voicemails
  • How to share a call queue’s voicemail inbox
  • How to share an auto receptionist’s voicemail inbox
  • How to share a shared line group’s voicemail inbox

Prerequisites for sharing voicemail inbox access

  • There are three types of accounts available: Pro, Business, and Education
  • License for Zoom Phone is required
  • It is necessary for the account owner or admin to have the privilege of sharing the voicemail inbox for call queues, auto receptionists, or other users of the phone system
  • There is an option to enable personal voicemail and videomail policy settings

Note:

If you want to allow users to be notified via email when they receive access to a voicemail inbox for the first time, then you need to enable the Shared voicemail notification by email policy setting.

Levels of access

You can also specify the level of access when granting the phone user access to a voicemail inbox:

  • Access: Users of the phone are able to play voicemail messages on their phones.
  • Download:Voicemail messages can be downloaded as an MP3 file by phone users.
  • Delete: Voicemail messages can be deleted by phone users. As soon as a voicemail is deleted, it will be deleted for all other users of the phone who also have access to it.

How to share your own voicemail inbox

  1. Log into the Zoom web portal by entering your email address and password.
  2. Click on the Phone button.
  3. Select the Settings tab on the left side of the screen.
  4. Next to Voicemail & Videomail, click on Access Member List to access the list of members.
    Note: Using the ellipses icon (…), you will be able to revoke the access by clicking on Remove. If a phone user has the ability to access their own voicemails, you cannot remove their access to their own voicemails.
  5. Using the phone number as a search parameter, you can search for users by their name or by their extension.
  6. Click on the Save button once you have selected the user for your phone.

How to share a phone user’s voicemail inbox

  1. Sign in to the Zoom web portal by entering your username and password.
  2. Click on Telephone System Management from the navigation menu and then click on Users & Rooms from the drop-down list.
  3. Please click on the name of the phone user you wish to call.
  4. On the left side of the screen, click the Policy tab.
  5. Click the Access Member List button under Personal Voicemail & Videomail on the left-hand side of the screen.
    Note: The ellipses icon (…) should be clicked, then the Remove revoke access option should be selected. There is no way you can prevent users from accessing their own voicemails when they are using a phone.
  6. Select the User tab from the dialog box, and then click the Add Members button at the bottom of the window.
  7. Enter the user’s name or their extension in the Access box if you wish to search for users through their phone numbers.
  8. It is important to check the boxes next to Access, Download, and/or Delete under Able to.
  9. Please click the Save button to save your changes.
  10. Under Personal Voicemail & Videomail, you can select Access Member List to revoke a user’s access to the service. By clicking the ellipsis icon (…) to the right of the user name, you will be able to remove the user.
    Note: In order for phone users to be able to access their own voicemails, you cannot remove their access to voicemail.

How to change a phone user’s level of access to their voicemails

There is the option to change whether users can access their own voicemails, and whether they can download them or delete them. It is by default that users of phones have the option of downloading or deleting their voicemails.

Note: See Zoom Phone policy settings for information on enabling and disabling voicemail for phone users.

  1. The Zoom web portal can be accessed by logging into your account.
  2. Click on Phone System Management from the navigation menu and then click on Users & Rooms from the drop-down list.
  3. You will be able to select the user by clicking their name.
  4. The Policy tab will appear once you click on it.
  5. Check the following options under the Personal Voicemail & Videomail section:
    • Allow videomail: For the user to be able to receive videomail, videomail needs to be enabled.
    • Allow user to download their own voicemail/videomail: For users to be able to download their voicemails and videomails from their account.
    • Allow user to delete their own voicemail/videomail: Delete a user’s voicemail/videomail by allowing him or her to do so.
    • Allow user to share their own voicemail/videomail: If users cannot download their voicemail/videomail, they are allowed to share their voicemail/videomail with others who have access to it.

How to share a call queue’s voicemail inbox

Note:

If you wish to share the voicemail inbox of a call queue, you should change the overflow settings so that the voicemail message will be routed to the voicemail inbox of the call queue. Callers can directly leave their voice messages for the call queue by using this feature.

  1. To access the Zoom web portal, you will need to sign in,
  2. Click Phone System Management in the navigation menu and then click Call Queues in the submenu.
  3. Click on the name of the call queue you would like to join.
  4. Make sure you click Edit in the Overflow section and that the call queue’s voicemail be routed to when there is an overflow:
    • Route to: Please select the Voicemail option from the drop-down menu.
    • Voicemail Greeting: Alternatively, you can select a greeting from the list or you can record or upload your own greeting by clicking Customize.
    • Leave Voicemail to: The current extension should be selected.
  5. To share your voicemail inbox with other phone users, in the Voicemail section, click the Set or Add button. You can search through phone users by entering a name or extension, selecting a user, and then clicking on Save to save their selection.
    Note: It is possible to revoke access to the account by clicking the cross mark (*).
  6. It is possible to forward new voicemails to an internal or external email account by clicking Set or Add in the Forward to email section. Click on the Save button after you have entered an email address.
    Note: In the policy settings, you will need to enable this feature in order to use it. In order to revoke access, you will need to click the cross mark (x).

How to share an auto receptionist’s voicemail inbox

Note: It is recommended that you change the settings for your business or closed hours so that the voicemail is routed to the auto receptionist’s voicemail inbox before sharing an auto receptionist’s voicemail inbox. Using this method, callers can leave a voicemail directly, which will be added to the queue of incoming calls.

  1. Log in to the Zoom web portal by entering your email address and password.
  2. The Auto Receptionists option can be found in the Phone System Management section of the navigation menu.
  3. You can choose from a list of auto receptionists by clicking on their names.
  4. It is important to make sure that the call is routed to the auto receptionist’s voicemail.
    • If you do not have an IVR system, click Edit next to Route to in the Business Hours or Closed Hours sections of the page if you do not have one. There are a number of options available for you to choose from:
      • Route to: Make sure you select Voicemail from the drop-down menu
      • Voicemail Greeting: Alternatively, you can click Customize to create a custom greeting or select a current greeting to use.
      • Leave Voicemail to: Choose the extension that you are currently using.
    • If you have an IVR: Click the Edit button next to the Route to Interactive Voice Response (IVR) section in the section titled Business Hours or Closed Hours. The IVR menu options should at least include the option to Leave Voicemail to the current extension as one of the options.
  5. To share the inbox of your voicemail with other users of your phone, you will need to click the Set or Add button in the Voicemail section. The easiest way to find phone users is by entering a name or extension, selecting a user, then clicking “Save”.
    Note: To revoke access, click the cross mark (*) at the bottom of the page.
  6. To send new voicemails to internal or external email addresses, you can click the Set or Add button in the Forward to email section of the application. Please enter your e-mail address in the box below, and click the Save button.
    Note: It is necessary to enable this feature in the policy settings in order to use this feature. In order to revoke access, click the cross mark (*) to the right of the username.

How to share a shared line group’s voicemail inbox

Note: It is important that you change the business or closed hours settings so that the shared line group’s voicemail will be routed to the shared inbox before you share your voicemail. It is possible for callers to leave voicemails directly for a group of shared lines by using this method.

  1. Log in to the Zoom web portal by clicking on the link below.
  2. You can find the Shared Lines option under the Phone System Management menu in the navigation menu.
  3. On the Shared Line Groups tab, click on the Shared Line Groups button.
  4. Click on Edit next to Route to if you are in the Business Hours or Closed Hours section of the window. In order to route the call to the shared line group’s voicemail, you need to select one of the following options.
    • Route to: Choose the Voicemail option from the drop-down menu
    • You can choose from a current voicemail greeting or you can customize your own voicemail greeting by clicking Customize.
    • Leave Voicemail to: Please select the extension that you are currently using.
  5. You can share the voicemail inbox with other users of the phone by clicking the Set or Add button in the Voicemail section. Select a phone user by entering a name or extension to search through users on the phone, then click Save when you have selected a user.
    Note: It is possible to revoke access by clicking the cross mark (*) at the bottom of the screen.
  6. If you would like to forward new voicemails to an internal or external email address, click the Set or Add button in the Forward to email section. Once you have entered your email address, click the Save button.
    Note:
  7. It is necessary to enable this feature in the policy settings in order to use this feature. It is possible to revoke access by clicking on the cross mark (*).