Viewing voicemail or videomail for extensions, phone users, or common areas

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

There are two methods to access an extension's voicemail inbox. This method uses the extension's profile/settings page. Admins can access a voicemail/videomail inbox for a phone user, common area, auto receptionist, call queue, or shared line group. You can view, play, or delete messages.

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

Learn more about viewing the Voicemail & Videomail logs.

Requirements for viewing voicemails for an extension, phone user, or common area

• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan
• Account owner or admin privileges
• Policy setting for Personal Voicemail & Videomail enabled for phone users and Voicemail enabled for common areas
  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 extensions 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

There are two methods to access the voicemail/videomail inbox of an extension, phone user, or common area. This method uses the profile/settings page.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Phone System Management, then click from these options:
   • Access a voicemail inbox using the extension's page:
     • Auto Receptionists
     • Call Queues
     • Shared Lines > Shared Line Groups tab
   • Access a voicemail inbox for a phone user or common area:
     • Users & Rooms > Users tab
     • Users & Rooms > Common Areas tab
3. Click an extension's, phone user's, or common area'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 dropdown menu at the top to filter by read or unread messages.

Filter voicemail inbox

Note: Zoom Phone (ZP) account owners and admins receive notifications and alerts when recordings or voicemails cannot be saved due to issues like call switch failover, recording server failure, or connectivity problems. Notifications are delivered through alerts and notifications and Zoom applications (Zoom Web App, Zoom Phone Appliances, and the Zoom app).

1. Access the voicemail inbox.
2. Use the following options to filter data:
   • From/To: Filter the call logs by date/length of time. Specify the time period for the report.
   • Search field: Enter keywords to search by name, extension, or number.
   • Status dropdown: Click the dropdown and select either Unread or Read.
   • Type dropdown: Click the dropdown and select the type.

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.
2. Filter the inbox.
3. Click the following options to view and manage voicemails:
   • Play icon: Play the voicemail/videomail message and display a transcript of the voicemail message if Zoom Phone was able to transcribe it.
     Note: If a phone with access or an admin plays an unplayed voicemail/videomail message, the message will show as played for all other phone users with access or admins.
     • (Optional) When playing the voicemail, click the Translate to option to configure your Translation settings and select the language to which you want the voicemail to be translated.
   • Download: Save the voicemail/videomail message (MP3 file).
   • Delete: Delete the selected voicemail/videomail 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 an administrator 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/videomail messages by moving them to the trash folder.
     Note: This option is only available if soft deletion is enabled for voicemails/videomails.