Checking voicemails over phone

Phone users can check their own voicemail by calling their phone number from a third-party phone service; for example, your mobile carrier. This can be useful if you don't have access the Zoom desktop client, mobile app, or web portal, but need a quick method to check voicemails. 

This article covers:

• How to enable the ability to check voicemails over phone
• How to add the interactive voice response (IVR) prompt for checking voicemail over phone
• How to check your voicemail over phone

Prerequisites for checking voicemails over phone

• Pro, Business, or Education account
• Account owner or admin privileges
• Zoom Phone license
• Access to an external phone service; for example, a mobile carrier

How to enable the ability to check voicemails over phone

If you're an account owner or admin, you need to enable the feature before phone users can use it.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Follow one of these options depending on if you have multiple sites:
   • If you enabled multiple sites: Click the name of the site you want to edit, then click the Settings tab.
   • If you disabled multiple sites: Click Account Settings.
4. Click the Policy tab.
5. Make sure the Check voicemails over phone toggle is enabled.

How to add the interactive voice response (IVR) prompt for checking voicemail over phone

After an account owner or admin enables the feature, admins or phone users need to change call handling settings so the phone user has the IVR prompt to check their voicemail from another phone.

Admin

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Users & Rooms.
3. Click the name of the phone user you want adjust settings for.
4. Click the User Settings tab.
5. In the Business Hour or Close Hours sections, set When a call is not answered to Forward to voicemail.
6. Click the check box to Allow callers to check voicemail.
   The associated key (Check voicemail by PIN Code) will be added to the IVR menu. Callers can dial your direct number, press the associated number key, then enter your PIN Code to check your voicemail.
7. Select a greeting from the drop-down menu or click Audio Library to select, record, or upload  a custom greeting that explains the IVR options to callers.

Phone user

1. Sign in to the Zoom web portal.
2. Click Phone.
3. Click the Settings tab.
4. In the Business Hour or Close Hours sections, set When a call is not answered to Forward to voicemail.
5. Click the check box to Allow callers to check voicemail.
   The associated key (Check voicemail by PIN Code) will be added to the IVR menu. Callers can dial your direct number, press the associated number key, then enter your PIN Code to check your voicemail. Follow these steps to find or edit your pin code.
6. Select a greeting from the drop-down menu or click Audio Library to select, record, or upload  a custom greeting that explains the IVR options to callers.

How to check your voicemail over phone

1. Call your direct phone number from a third-party phone service; for example, your mobile carrier.
2. Press the number key associated with checking your voicemail.
   Note: See the previous section for more details.
3. After selecting the number key to check your voicemail, enter your PIN Code followed by the pound sign.
   Note: You can view or edit your PIN Code in the Desk Phone section of your phone settings.
4. After selecting voicemail, from the main menu, do the following:
   • Press 1 to listen to your voicemails.
     Note: To skip to the end of the message you are listening, press 3 or 5.
   • Press 2 to record a personal voicemail greeting.