Sharing voicemail inbox access

Zoom Phone admins can share the voicemail inboxes of phone users, call queues, auto receptionists, or shared line groups, allowing other phone users to access voicemail messages. 

Keep these things in mind when using shared voicemail inboxes:

• Phone users can access shared voicemail inboxes in the Zoom desktop client, web portal, Zoom Web App, or provisioned desk phone.
• Played/unplayed status is synced among all phone users that have access to the shared inboxes. If one user plays an unplayed voicemail, it will show as played for other phones users.
• Any deleted voicemails will be deleted for all other phone users that have access. If you are sharing a phone user's voicemail inbox, this includes the phone user that owns the voicemail inbox.
• If you enabled voicemail email notifications, phone users with access to the shared voicemail inbox will receive email notifications for the shared voicemail inbox.
• To enable or disable voicemail for phone users, see the Zoom Phone policy settings.
• You can also use role management to grant access to a call queue's or auto receptionist's voicemail inbox.
• Admins can also control access to a phone user's own voicemails. 

Admins can also view the voicemail inbox for an auto-receptionist, call queue, or shared line group.

This article covers:

• Levels of access
• How to share your own voicemail inbox
• How to share a phone user's voicemail inbox
• How to change a phone user's level of access to their voicemails
• How to share a call queue's voicemail inbox
  • Route a call queue to voicemail
  • Share a call queue's voicemail
• How to share an auto receptionist's voicemail inbox
  • Route an auto-receptionist's calls to voicemail
  • Share an auto-receptionist's voicemail inbox
• How to share a shared line group's voicemail inbox
  • Route a shared line group's calls to voicemail
  • Share a shared line group's voicemail inbox

Prerequisites for sharing voicemail inbox access

• Pro, Business, or Education account
• Zoom Phone license
• Account owner or admin privileges to share call queues', auto receptionists', or other phone users' voicemail inbox
• Personal Voicemail & Videomail policy setting is enabled

Note: To enable email notifications for users when they are granted access to a voicemail inbox, enable the Shared voicemail notification by email policy setting.

Levels of access

When granting access to a voicemail inbox, you can also select the phone user's level of access:

• Access: Phone users can play voicemail messages.
• Download: Phone users can download voicemail messages as an MP3 file.
• Delete: Phone users can delete voicemail messages. Deleted voicemails will be deleted for all other phone users that have access.
• Share: Phone users can share voicemail messages with other users.

How to share your own voicemail inbox

1. Sign in to the Zoom web portal.
2. Click Phone.
3. Click the Settings tab.
4. Next to Voicemail & Videomail, to the right of Access, click Set.
5. In the User box, select User or Common Area, then in the search box, search or type the user's or common area's name you wish to give voicemail messages access.
6. Select a phone user or common area, then click Save.
7. (Optional) To the right of the user's name, click the X, then click Remove to revoke access from the user.
   Note: You can't remove access for phone users to access their own voicemails.

How to share a phone user's voicemail inbox

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management, then Users & Rooms.
3. Click a phone user's name.
4. Click the Policy tab.
5. Under Personal Voicemail & Videomail, click Access Member List. 
6. In the dialog box, click the Extension tab, then search for the extension you wish to access.
   Note: If you have sites, search the desired site or select all.
7. Click Add Member.
8. In the dialog box, under Access, select User or Common Area, then search for the user or common area by name or extension.
9. Under Able to, select the desired levels of access.
10. Click Save.
11. (Optional) To revoke access to a user or common area, under Personal Voicemail & Videomail, click Access Member List. To the right of the user's or common's name, click the more options icon (...) then Remove.
    Note: You can't remove access for phone users to access their own voicemails.

How to change a phone user's level of access to their voicemails

You can change whether a phone user has access to download or delete their own voicemails. By default, phone users can download or delete their voicemails.

Note: To enable or disable voicemail for phone users, see the Zoom Phone policy settings.

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.
4. Click the Policy tab.
5. Under Personal Voicemail & Videomail, check the following:
   • Allow videomail: To enable videomail for the user.
   • Allow user to download their own voicemail/videomail: To allow the user to download their voicemail/videomail.
   • Allow user to delete their own voicemail/videomail: To allow the user to delete their voicemail/videomail.
   • Allow user to share their own voicemail/videomail: To allow the user to share their voicemail/videomail if they are not allowed to download it.
   • Allow virtual background for videomail/video greeting: To allow the user to virtual backgrounds to their videomail/video greeting.

How to share a common area's voicemail inbox

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management, then Users & Rooms.
3. Click the Common Areas tab.
4. Click a common area's name.
5. Click the Policy tab.
6. To the right of Voicemail, click the toggle to enable the setting if it is not enabled.
7. Under Voicemail, click Access Member List. 
   Note: Click the ellipses icon (...) then Remove to revoke access. You can't remove access for phone users to access their own voicemails.
8. In the dialog box, select the User tab, then click Add member.
9. In the new dialog box, under Access, type or search the user you want to add.
10. Under Able to, select the desired levels of access to grant to the user.
11. Click Save.
12. (Optional) To revoke access to a user, under Voicemail, click Access Member List. To the right of the user's name, click the more options icon (...) then Remove.

How to change a common area's level of access to their voicemails

You can change whether a phone user has access to download or delete their own voicemails. By default, phone users can download or delete their voicemails.

Note: To enable or disable voicemail for phone users, see the Zoom Phone policy settings.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Users & Rooms.
3. Click the Common Areas tab.
4. Click the name of the common area.
5. Click the Policy tab.
6. Under Voicemail, check the following:
   • Allow common area to delete their own voicemail: To allow a common area member to delete their common area voicemail.
   • Allow common area to share their own voicemail: To allow a common area member to share their common area voicemail.

How to share a call queue's voicemail inbox

Note: Before sharing a call queue's voicemail inbox, you should change the overflow settings to route to the call queue's voicemail. This allows callers to directly leave voicemails for the call queue. 

Route a call queue to voicemail

1. Sign in to the Zoom web portal,
2. In the navigation menu, click Phone System Management, then Call Queues.
3. Click a call queue's name.
4. Click the Profile tab.
5. In the Business Hours and/or Closed Hours sections, to the right of Overflow, click Edit.
6. In the dialog box, to the right of Route to, select Voicemail.
7. (Optional) Select Allow callers to reach an operator if desired.
8. Click Save.

Share a call queue's voicemail

1. Sign in to the Zoom web portal,
2. In the navigation menu, click Phone System Management, then Call Queues.
3. Click a call queue's name.
4. Click the Policy tab.
5. Under Voicemail, click Access Member List.
6. In the dialog box, click the Extension tab, then search for the extension you wish to access.
   Note: If you have sites, search the desired site or select all.
7. Click Add Member.
8. In the dialog box, under Access, select User or Common Area, then search for the user or common area by name or extension.
9. Under Able to, select the desired levels of access.
10. Click Save.
11. (Optional) To revoke access to a user or common area, under Personal Voicemail & Videomail, click Access Member List. To the right of the user's or common's name, click the more options icon (...) then Remove.
    Note: You can't remove access for phone users to access their own voicemails.

How to share an auto receptionist's voicemail inbox

Note: Before sharing an auto receptionist's voicemail inbox, you should change the business or closed hours settings to route to the auto receptionist's voicemail. This allows callers to directly leave voicemails for the call queue.

Route an auto-receptionist's calls to voicemail

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management, then Auto Receptionists.
3. Click an auto receptionist's name.
4. Click the Profile tab.
5. Make sure to route to the auto receptionist's voicemail.
   • If you do not have an IVR: In the Business Hours or Closed Hours sections, click Edit next to Route to. Select the following options:
     
     • Route to: Select Voicemail.
     • Leave Voicemail to: Select Current Extension.
     • Voicemail Greeting: Select Default or click Edit to record or upload a custom greeting.
   • If you have an IVR: In the Business Hours or Closed Hours sections, click Edit next to Route to Interactive Voice Response (IVR).
     • Make sure at least one of the IVR menu options is set to Leave Voicemail to Current Extension.

Share an auto-receptionist's voicemail inbox

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management, then Auto Receptionists.
3. Click an auto receptionist's name.
4. Click the Policy tab.
5. Under Voicemail, click Access Member List.
6. In the dialog box, click the Extension tab, then search for the extension you wish to access.
   Note: If you have sites, search the desired site or select all.
7. Click Add Member.
8. In the dialog box, under Access, select User or Common Area, then search for the user or common area by name or extension.
9. Under Able to, select the desired levels of access.
10. Click Save.
11. (Optional) To revoke access to a user or common area, under Personal Voicemail & Videomail, click Access Member List. To the right of the user's or common's name, click the more options icon (...) then Remove.

How to share a shared line group's voicemail inbox

Note: Before sharing a voicemail inbox, you should change the business or closed hours settings to route to the shared line group's voicemail. This allows callers to directly leave voicemails for the shared line group.

Route a shared line group's calls to voicemail

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management, then Shared Lines.
3. Click the Shared Line Group tab.
4. Click on the name of the shared line group.
5. Click the Profile tab.
6. In the Business Hours or Closed Hours sections, next to Overflow, click Edit.
7. In the dialog box, select the following options to route the shared line group's calls to voicemail.
   
   • Route to: Select Voicemail.
   • (Optional) Select Allow callers to reach an operator if desired.
   • Voicemail Greeting: Select Default or click Edit to record or upload a custom greeting.
   • Leave Voicemail to: Select Current Extension.
8. Click Save.

Share a shared line group's voicemail inbox

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management, then Shared Lines.
3. Click the Shared Line Group tab.
4. Click on the name of the shared line group.
5. Click the Policy tab.
6. Under Voicemail, click Access Member List.
7. In the dialog box, click the Extension tab, then search for the extension you wish to access.
   Note: If you have sites, search the desired site or select all.
8. Click Add Member.
9. In the dialog box, under Access, select User or Common Area, then search for the user or common area by name or extension.
10. Under Able to, select the desired levels of access.
11. Click Save.
12. (Optional) To revoke access to a user or common area, under Personal Voicemail & Videomail, click Access Member List. To the right of the user's or common's name, click the more options icon (...) then Remove.