Viewing extensions' voicemail or videomail

Phone users, auto receptionists, call queues, and shared line groups can have their own dedicated voicemail/videomail inbox. You can allow callers to leave voicemails by change the extension's routing options to route to the extension's voicemail. 

Admins can access a voicemail/videomail inbox for a phone user, auto receptionist, call queue, or shared line groups. You can view, play, or delete messages.

You can also share a voicemail inbox to allow other phone users to access it.

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

• Pro, Business, or Education account
• Account owner or admin privileges
• Zoom Phone license
• Policy setting for personal voicemail and videomail enabled for phone user
  Note: Voicemail is enabled by default for auto receptionists, call queues, and shared line groups. You can still access the Voicemail policy setting for these extension to control who has access to the extension's voicemail.

To allow callers to leave messages in the extension's voicemail, change the extension's routing options to route to the extension's voicemail.

• Auto receptionists: Change the Business Hours or Closed Hours settings to route to the current extension's voicemail.
• Call queues or Shared line groups: Change the Overflow setting to route to the current extension's voicemail inbox.

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

There are two methods to access an extension's voicemail inbox. This method uses the extension's profile/settings page.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then click one of these options:
   • Auto Receptionists
   • Call Queues
   • Shared Lines > Shared Line Groups tab
3. Click an extension's name.
4. Click the Voicemail tab.
5. Use the search options at the top to search for a specific contact or phone number, or click the drop-down menu at the top to filter by read or unread messages

How to access a voicemail inbox using the logs page

There are two methods to access an extension's voicemail inbox. This method uses the logs page.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Logs.
3. Click the Voicemail tab.

How to identify voicemail entries

The following points explain the columns and labels in the voicemail table to help you identify voicemail entries:

• • If the number has a caller ID name or belongs to your organization, you'll see a name above the number.
  • Voicemail entries marked by a blue dot haven't been played yet.
  • Use the search options at the top to search for a specific contact or phone number, or click the drop-down menus at the top to filter by extension type and site.
  • You may see a caller verified icon in certain scenarios.

How to play, download, or delete voicemails

1. Access the voicemail inbox for an auto receptionist, call queue, or shared line group.
2. Click the following options to view and manage voicemails:
   • Play icon: Play the voicemail message and display a transcript of the voicemail message if Zoom Phone was able to transcribe it.
     Note: If a phone with access or admin plays an unplayed voicemail message, the message will show as played for all other phone users with access or admins.
   • Download: Save the voicemail message (MP3 file).
   • Delete: Delete the selected voicemail message. To delete several entries at once, click the checkbox beside the status column and click Delete at the top of the table.
     Notes:
     • If a phone user with access or admin deletes a voicemail message, the message will be deleted for all other phone users with access or admins.
     • If you have the soft deletion setting enabled, you will see Move to Trash instead of Delete.
   • Move to Trash: Soft delete the voicemail message by moving it to the trash folder.
     Note: This option is only available if soft deletion is enabled for voicemails.