Managing voicemail messages

If you have Zoom Phone activated on your account, you can play, delete, and save voicemail messages left by your callers. Voicemail messages can be up to 5 minutes in length. You can also change your settings to disable voicemail during your business or closed hours; and customize your voicemail greeting. There is currently no storage limit for voicemails.

Note: Voicemails are synced between the Zoom desktop client and mobile app. This includes the notification icon (red circle icon). For example, if you play a new voicemail message in the desktop client, it will also remove the notification icon on the mobile app.

You can also share your voicemail inbox with other users in the same organization. Shared voicemail inboxes can be viewed on the Zoom desktop client, mobile app, web portal, Zoom Web App, or desk phone. We recommend using the Zoom desktop client, mobile app, or web portal so you can better identify who the messages were left for.

If you want to receive email notifications when you receive voicemail messages, your admin will need to enable the setting on your behalf.

Note: When recordings or voicemails cannot be saved due to issues like call switch failover, recording server failure, or connectivity problems, users are prompted that the recording has stopped. Callers trying to leave a voicemail hear a message that the service is temporarily unavailable. If the user did not opt-in to use Zoom's encryption key, alerts related to encryption key issues are also provided.

Prerequisites for managing voicemail messages

Note: Your admin can restrict your ability to download or delete your voicemails.

How to manage voicemail messages

Play, download, or delete voicemail messages

  1. Sign in to the Zoom desktop app.
  2. Click the Phone tab .
  3. Click the Voicemail tab. Voicemail messages are displayed in reverse chronological order with the most recent messages at the top.
    You can identify voicemail messages using the following:
    • If the number has a caller ID name or belongs to your internal or synced contacts, you'll see a name above the number.
    • Voicemail messages marked with a blue dot haven't been played yet.
    • If you have access to a shared voicemail inbox, you'll see the name of the phone user, call queue, or auto receptionist below the caller ID.
  4. At the top of the Voicemail tab, use the following actions:
    • Use the More option:
      1. Click the ellipsis , then click Edit voicemail .
      2. To the left of the voicemail that you want to edit, select the checkboxes.
      3. At the bottom of the panel, click Delete.
        Note: If you do not select any voicemail checkboxes, you can click Delete all to delete all voicemails.
      4. (Optional) In the top-right corner, click the close icon to return to the main inbox page.
    • Use the filter option:
      1. Click the filter icon  to filter the voicemail inbox.
        A menu will appear.
      2. In the menu, under Filters, select from—or both—the Unread or Follow up options.
      3. (Optional) In the menu, click Clear all to remove the filters.
  5. Hover over a voicemail entry and click the play icon to play the voicemail message.
  6. Click the phone icon if you want to call the number that left the voicemail.
  7. Hover over a voicemail entry for these options:
    • Hover over the profile picture for additional options if the phone number belongs to an internal, external, or synced contact.
      • For internal and external Zoom contacts, you'll see the user's contact card and additional options to Chat or Meet.
      • For synced contacts, you'll see a general contact card with the name of the third-party service and all the phone numbers added to that contact.
    • Click the phone icon  to call the selected number.
    • If the call was recorded, click the play icon  to play the associated recording.
    • Click the more icon  for these options:
      • Meet with Video/Meet without Video/Chat (these options are only visible if the phone number belongs to an internal or external Zoom contact): Start an instant meeting or 1-on-1 chat with the contact.
      • Send Text Message (only visible if you have SMS enabled): Send an SMS message to the number.
      • Star this contact/Unstar this contact: Add this contact to or remove this contact from your Starred contacts list. These options are only visible if the phone number belongs to an internal or external Zoom contact.
      • Copy number: Copy the associated phone number to your system's clipboard.
      • Create Google Contact/Create Outlook Contact (only visible if you enabled contacts integration): Create a new Google or Outlook contact using the call history entry. The new contact will appear in the Contacts tab. Access the contact in Google or Outlook if you need to further edit contact details.
      • Add to Contact: Add the associated phone number to your personal contacts.
      • Add to Google Contact/Add to Outlook Contact (only visible if you enabled contacts integration): Add the associated phone number to an existing synced contact. Access the contact in Google or Outlook if you need to further edit contact details.
      • Invite as Zoom Contact: Send an invite by specifying the email address of the call participant. They will receive an email with a unique link to add you to their Zoom contacts. Use this feature as an alternative to contacts integration if your contact has a Zoom account.
      • Mark as unread: Mark the voicemail as unread after reading it.
      • Mark as follow up: Mark the voicemail as a follow-up.
      • View profile (only visible if the number belongs to your internal, external, or synced contacts): View the contact card of the associated caller.
      • Block Number: Add the phone number to your blocked list.
      • Open File: Open the voicemail using your computer's default media player.
      • Open File Location: Open the file location of the voicemail file (MP3).
      • Save As: Save the voicemail as an MP3 file.
      • Transcribe to: Select the language to which you want to transcribe the voicemail; the voicemail will be transcribed in the corresponding language. The default setting is English.
      • Delete: Delete the selected voicemail message.
      • Delete All Voicemails: Delete all voicemail messages in your account.
        Notes:
        • To bulk delete many voicemails instead of all, follow the instructions in the Web section.
        • If you are unable to delete voicemails, your account admin might have removed this feature from your account. You can contact your admin for further assistance.

Android | iOS

Play, download, or delete voicemail messages

  1. Sign in to the Zoom mobile app.
  2. Tap the Phone tab .
  3. Tap the Voicemail tab. Voicemail messages are displayed in reverse chronological order with the most recent messages at the top.
    You can identify voicemail messages using the following:
    • If the number has a caller ID name or belongs to internal or phone contacts, you'll see a name above the number.
    • Voicemail messages marked with a blue dot haven't been played yet.
    • If you have access to a shared voicemail inbox, you'll see the name of the phone user, call queue, or auto receptionist below the caller ID.
  4. At the top of the Voicemail tab, use the following actions:
    • Use the filter option:
      1. Tap the All voicemail dropdown , then filter the voicemail inbox by selecting from the following filters:
        1. All
        2. Unread
        3. Follow up
    • Tap Edit, then delete voicemail messages.
    • In the top-left corner, tap the keypad icon  to access the keypad.
  5. Tap the voicemail entry, then tap one of these options:
    • Phone button : Call the number associated with the voicemail message.
    • Share button : Share or save the voicemail message file (MP3). You may see different share options depending on the apps installed on your phone.
    • Play button : Play the selected voicemail message. Tap Speaker to use your speakerphone for playback.
    • Trash button : Delete the selected voicemail.
  6. Tap the ellipsis button  for these options:
    • Call Duration: Displays the duration of the call in minutes and seconds (mm:ss).
    • Call Back: Calls the number associated with the call history entry. You can also tap the phone number in the call history to call it.
    • Meet with Video / Meet without Video / Chat (these options are only visible if the phone number belongs to an internal or external Zoom contact): Start an instant meeting or 1-on-1 chat with the contact.
    • Send Text Message (only visible If you have SMS enabled): Send an SMS message to the number.
    • Star this contact/Unstar this contact: Add this contact to or remove this contact from your Starred contacts list. These options are only visible if the phone number belongs to an internal or external Zoom contact.
    • Copy number: Copy the associated phone number to your system's clipboard.
    • Mark as unread: Mark the voicemail as unread after reading it.
    • Mark as follow up: Mark the voicemail as a follow-up.
    • View Profile: View the contact card if the associated phone number belongs to an internal, external, or synced contact. 
      • For internal and external Zoom contacts, you'll see the user's contact card and additional options to chat or meet.
      • For synced contacts, you'll see a general contact card with the name of the third-party service and all the phone numbers added to that contact.
    • Transcribe to: Select the language that you want to transcribe the voicemail to; the voicemail will be transcribed in the corresponding language. The default setting is English.
    • Create Phone Contact: Use your phone's default contacts app to create a new phone contact using the associated phone number. This option is not available for internal, external, or synced contacts.
    • Add to Existing Phone Contact: Use your phone's default contacts app to add the associated phone number to an existing phone contact. This option is not available for internal, external, or synced contacts.
    • Invite as Zoom Contact: Send an invite by specifying the email address of the call participant. They will receive an email with a unique link to add you to their Zoom contacts. Use this feature as an alternative to contacts integration if your contact has a Zoom account. This option is not available for internal or external contacts.
    • Block Caller: Add the phone number to your blocked list.
    • Delete Item: Delete the selected call history entry. If there's a call recording, it will be deleted as well.
      Note: If you are unable to delete voicemails, your account admin might have to remove this feature from your account. You can contact your admin for further assistance.

Delete several voicemail messages

Follow these steps if you want to delete a set of voicemail messages.

  1. Sign in to the Zoom mobile app.
  2. Tap the Phone icon.
  3. Tap the Voicemail tab. Voicemail messages are displayed in reverse chronological order with the most recent messages at the top.
  4. On the top of the screen, tap Edit.
  5. Tap the checkboxes to select the messages you want to bulk delete or delete all.
  6. At the bottom of the screen, tap Delete(x).

Web

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone.
  3. Click the Voicemail & Videomail tab.
  4. Identify voicemail messages using the following:
    • If the number has a caller ID name or belongs to your internal or synced contacts, you'll see a name above the number.
    • Voicemail entries marked by a blue dot haven't been played yet.
    • If you have access to a shared voicemail inbox, see the To column to identify who the message was left for.
  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.
  6. 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.
    • Download: Save the voicemail message (MP3 file).
  7. To the right of the voicemail message, click the ellipsis , then select one of the following actions:
    • Block Caller: Add the phone number to your blocked list.
    • Mark as unread: Mark the voicemail as unread after reading it.
    • Mark as follow up: Mark the voicemail as a follow-up.
    • Transcribe to: Select the language that you want to transcribe the voicemail to; the voicemail will be transcribed in the corresponding language. The default setting is English.
    • 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.
      Note: If you are unable to delete voicemails, your account admin might have removed this feature from your account. You can contact your admin for further assistance.

Desk Phone

You can use a desk phone to check your voicemail messages if your admin has provisioned a desk phone for you. When playing your voicemail you will hear the phone number or extension of the caller, the date and time the voicemail was received.

The steps below apply to all desk phones. You can also view specific instructions for Polycom VVX series and Yealink T4/T5 series phones.

Note: If you have access to a shared voicemail inbox, you can play them using your desk phone, but you cannot identify if the message is from a shared inbox. Use the Zoom Desktop Client, Mobile App, or web portal so to identify these messages.

  1. Dial and call *86 on your desk phone to access the voicemail center.
    Tip: This key code also works on the desktop client and mobile app.
  2. When prompted, dial your voicemail PIN followed by #.
  3. Press one of these keys:
    KeyDescription
    1Play all voicemail messages starting with your new (unplayed) messages.
    2Record a voicemail greeting. The greeting will be added to your Zoom Phone audio library.
    Note: You can also record a voicemail greeting in the Zoom web portal.
  4. Follow the audio prompts to manage your voicemails.

Zoom Web App

Play, download, or delete voicemail messages

  1. Sign in to the Zoom Web App.
  2. Click or tap the Phone tab .
  3. Click or tap the Voicemail tab. Voicemail messages are displayed in reverse chronological order with the most recent messages at the top.
    You can identify voicemail messages using the following:
    • If the number has a caller ID name or belongs to internal or external contacts, you'll see a name above the number.
    • Voicemail messages marked with a blue dot haven't been played yet.
    • If you have access to a shared voicemail inbox, you'll see the name of the phone user or auto receptionist below the caller ID.
  4. Click or tap the voicemail entry, then tap one of these options:
    • Phone button : Call the number associated with the voicemail message.
    • Play button : Play the selected voicemail message. Tap Speaker to use your speakerphone for playback.
    • Date and Time: Displays the date and time for when the voicemail was left.
    • Call Duration: Displays the duration of the call in minutes and seconds (mm:ss).
  5. Click or tap the ellipsis button  for these options:
    • Copy Number: Copy the associated phone number to your system's clipboard.
    • Delete: Delete the selected voicemail message.
      Note: If you are unable to delete voicemails, your account admin might have removed this feature from your account. You can contact your admin for further assistance.
    • Delete All Voicemail: Delete all voicemail messages.
    • Clear All Call History: Delete all call history entries. If there's a call recording, it will be deleted as well.