How to configure Zoom Phone voicemail settings

Configuring voicemail settings in Zoom Phone allows administrators to customize how users receive and manage their voicemails. This includes enabling transcription, managing greetings, and setting up email notifications for new voicemails. Follow the steps below to configure these essential settings for your Zoom Phone users.

Prerequisites

• A Zoom account with Zoom Phone license.
• Account owner or admin privileges in Zoom Phone.

Configuring Voicemail Transcription

Zoom Phone allows you to enable or disable voicemail transcription, which converts voicemails into text for easy reading.

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, click Phone System Management, then Company Info.
3. Click the Account Settings tab.
4. Scroll to the Voicemail/Videomail Transcription setting.
5. Click the toggle to enable or disable voicemail/videomail transcription.
6. (Optional) If enabling, review and agree to the disclaimer about transcription accuracy.

Managing Voicemail Greetings

Administrators can configure mandatory voicemail greetings (preambles and postambles) that play before and after personal greetings.

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, click Phone System Management, then Company Info.
3. Click the Account Settings tab.
4. Locate the Voicemail Greeting Enforcement section.
5. Click Set to configure the voicemail greeting enforcement settings.
6. Configure the following options:
   • Preamble: Select a pre-recorded preamble or upload a custom audio file. The preamble plays before the user’s personal voicemail greeting.
   • Postamble: Select a pre-recorded postamble or upload a custom audio file. The postamble plays after the user’s personal voicemail greeting.
   • Enforce for: Select the extensions you wish to enforce this setting on.
7. Click Save.

Configuring Voicemail Email Notifications

You can configure Zoom Phone to send email notifications to users when they receive new voicemails. Note: This is slightly different for the main Zoom Phone product versus Zoom Contact Center.

For Zoom Phone:

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, click Phone System Management, then Users & Rooms.
3. Click the name of the user you want to configure.
4. Click the Settings tab.
5. Scroll to the Voicemail section.
6. Locate the Email Notification setting.
7. Select the conditions under which to send an email notification. You may have the options for receiving an email for all voicemails, none, or customized settings based on certain criteria.
8. Click Save.

For Zoom Contact Center:

1. Sign in to the Zoom web portal as an administrator.
2. Navigate to Contact Center Management, then Inboxes.
3. Click the desired inbox to configure.
4. Navigate to Settings.
5. Locate the Voicemail Email Notification settings.
6. Configure the email notification settings as desired for that inbox.

Sharing Individual Voicemails

Zoom Phone users can share individual voicemails with other users, call queues, or shared line groups within the same account.

1. Instruct the Zoom Phone user to access their voicemail in the Zoom Workplace app or Zoom Web App.
2. Have the user select the voicemail they want to share.
3. Look for a share or forward icon/option.
4. Have the user select the internal phone user, call queue, or shared line group they want to share the voicemail with.
5. Click Share.

Managing Restricted Voicemails

Zoom Phone offers restricted voicemails to enhance security through device managed encryption.

1. Ensure Device Managed Encryption is enabled for your account.
2. Instruct the user to access the voicemail within the Zoom App.
3. The user will have the option to mark a voicemail as restricted, encrypting it.
4. Restricted voicemails can only be decrypted by the intended user.

Common Issues

• Voicemail transcription is inaccurate: Transcription accuracy can vary depending on audio quality and accents. Ensure users speak clearly when leaving voicemails. Consider using external transcription services for higher accuracy needs.
• Users aren’t receiving email notifications: Verify that email notifications are enabled at both the account level and the user level. Check the user’s spam folder. Confirm that the user’s email address is correct in their Zoom profile.
• Cannot find the voicemail settings: Ensure you are logged in as an administrator or have the necessary privileges to access phone settings. Navigate to the correct section within the Zoom web portal, typically under Phone System Management or Account Management.
• Custom voicemail greetings aren’t playing: Verify that the audio file format is supported by Zoom Phone. Check that the file size doesn’t exceed the maximum limit. Ensure the voicemail greeting enforcement is enabled and correctly configured for the desired extensions.
• Voicemail sharing is not working: Verify that both the sender and recipient are internal users, call queues, or shared line groups within the same Zoom Phone account. Ensure that the recipient has the necessary permissions to access shared voicemails.