Viewing voicemails for a call routing extension in Zoom App

This post was most recently updated on July 29th, 2022

The standard phone user, the auto receptionist, the call queue, and shared line groups can all have their own separate voicemail/videomail inbox. By changing the extension’s routing options, you can allow callers to leave voicemails for the extension. This will allow them to leave voicemails for that extension.

Admins will be able to access the voicemail/videomail inboxes of one or more phone users, an automated answering service, a call queue, or shared line groups for each user. Viewing, playing, and deleting messages are all options that are available to you.

A voicemail inbox can also be shared with other users of your phone so that they can access it as well.

This article covers:

  • How to access a voicemail inbox using the extension’s page
  • How to access a voicemail inbox using the logs page
  • How to play, download, or delete voicemails

Prerequisites for viewing voicemails for an extension

  • Account type: Business, Education, or Pro
  • Ownership or administrative privileges on an account
  • License for Zoom Phone
  • It is possible to enable personal voicemails and videomails for phone users by setting their policy accordingly
    Note:
  • For the auto receptionist, call queues, and shared line groups, voicemail can be enabled by default. There is still a way for you to control who can access the voicemails for these extensions through the Voicemail policy setting that you can access for these extensions.

Change the routing options of the extension so that it route to the extension’s voicemail if you want callers to be able to leave messages on the extension’s voicemail.

  • Auto receptionists:
  • The current extension’s voicemail can be routed according to Business Hours or Closed Hours settings.
  • Call queues or Shared line groups:
  • In the Overflow setting, change the route to the inbox of the current extension.

How to access a voicemail inbox using the extension’s page

The voicemail inbox of an extension can be accessed in two ways. Profile/settings pages are used in this method.

  1. Zoom’s web portal can be accessed by signing in.
  2. To access these options, click Phone System Management in the navigation menu.
    • Automated Receptionists
    • Queues for calls
    • Go to Shared Lines > Shared Line Groups
  3. To view extensions, click their names.
  4. Choose Voicemail from the menu.
  5. Click the drop-down menu at the top to filter messages by read or unread or use the search options at the top to find a specific contact or phone number

How to access a voicemail inbox using the logs page

It is possible to access the voicemail inbox of an extension in two different ways. There is a logs page that can be used in this method.

  1. Using the Zoom web portal, sign in to your account.
  2. Select Phone System Management from the navigation menu and then select Logs from the drop-down menu.
  3. Select the Voicemail tab on the left side of the screen.

How to identify voicemail entries

In order for you to easily identify voicemail entries, here are a few points to help you understand how the column names and labels in the voicemail table work:

  • A name will appear above the number on your caller ID if the number is a part of your organization or has a caller ID name attached to it.
  • There are some voicemail entries that have been marked with a blue dot that have not yet been played.
  • The search options at the top of the page can be used to find particular contacts and phone numbers, or you can use the drop-down menus at the top of the page to filter by extension type and site to find what you are looking for.
  • In certain situations, you may be able to see an icon that indicates the caller has been verified.

How to play, download, or delete voicemails

  1. An auto receptionist, a call queue, or a shared line group can be accessed by accessing their voicemail inbox.
  2. To view and manage your voicemails, click the following options:
    • Play icon:
    • If Zoom Phone was able to transcribe the voicemail message, play the message and display a transcript.
      Note:
    • The message will appear as played for all other phones with access or admins if a phone with access or admin plays an unplayed voicemail message.
    • Download:
    • The voicemail message (MP3) should be saved.
    • Delete:
    • Voicemail messages can be deleted by selecting them and clicking the delete button. At the top of the table, click the Delete button next to the checkbox beside the status column to remove several entries at once.
      Notes:

      • All of the voicemail messages left by phone users with access or administrators will be deleted if the phone user with access or administrator deletes the voicemail message.
      • The Move to Trash option will appear instead of the Delete button if you have enabled the soft deletion setting.
    • Move to Trash:
    • If you move the voicemail message to the trash folder, you will be able to soft delete it.
      Note:
    • Only voicemails that have been enabled for soft deletion will have this option available to them.