Managing voicemail/videomail email notifications

Once the Voicemail/videomail notification by email setting is enabled for the account or groups, users will receive email notifications when there is a new voicemail/videomail. Users in the Voicemail Access Member List who enabled shared voicemail/videomail by email policy will receive email notifications when there is a new voicemail/videomail they have access to. Users who disabled shared voicemail/videomail notification by email policy will not receive notifications.

Once this setting is enabled for phone users, common areas, call queues, auto receptionists, or shared line groups, members in the Access Member List will receive email notifications when there is a new voicemail for the phone user or extensions.

Learn more about enabling shared voicemail/videomail email notifications and changing Zoom Phone notification settings at the account level.

This article covers:

• How to enable or disable voicemail/videomail email notifications
  • Account
  • Group
  • Site
  • Auto receptionist
  • Call queue
  • Shared line group
  • Phone user
  • Common area
• How to understand the user experience
  • Cases to receive voicemail notifications
  • Conditions to receive a voicemail notification by email with voicemail attachment
  • Understand Access Member List types

Prerequisites for enabling voicemail/videomail email notifications

• Pro, Business, or Education account
• Account owner or admin privileges
• Zoom Phone license

How to enable or disable voicemail/videomail email notifications

Account

To enable or disable Voicemail/videomail notification by email for all users in the account:

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Zoom Phone tab.
4. Under General, click the Voicemail/videomail notification by email toggle to enable or disable it.
5. If a verification dialog appears, click Enable or Disable to verify the change.
6. Select the checkboxes that you want:
   • Include voicemail/videomail file: Videomail over 10 MB will be attached as audio.
   • Include voicemail/videomail transcription
   • Forward voicemail to email list: Specified email addresses will receive a copy of the notification email when there is a new voicemail from a common area, an auto receptionist, a call queue, or a shared line group.
7. Click Save.
8. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Group

To enable or disable Voicemail/videomail notification by email for a group of users:

1. Sign in to the Zoom web portal as an admin with the privilege to edit groups.
2. In the navigation menu, click User Management then Groups.
3. Click the applicable group name from the list.
4. Click the Zoom Phone tab.
5. Under General, click the Voicemail/videomail notification by email toggle to enable or disable it.
6. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
7. Select the checkboxes that you want:
   • Include voicemail/videomail file: Videomail over 10 MB will be attached as audio.
   • Include voicemail/videomail transcription
8. Click Save.
9. (Optional) To prevent all users in the group from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Site

1. Sign in to the Zoom web portal as an admin with the privilege to edit auto receptionists.
2. In the navigation menu, click Phone System Management then Company Info.
3. Click the applicable site name from the list.
4. Click the Policy tab.
5. Under General, click the Voicemail/videomail notification by email toggle to enable or disable it.
6. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
7. Select the checkboxes that you want:
   • Include voicemail/videomail file: Videomail over 10 MB will be attached as audio.
   • Include voicemail/videomail transcription
   • Forward voicemail to email list: Specified email addresses will receive a copy of the notification email when there is a new voicemail from a common area, an auto receptionist, a call queue, or a shared line group.
8. Click Save.
9. (Optional) To prevent all users in the site from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Auto receptionist

1. Sign in to the Zoom web portal as an admin with the privilege to edit auto receptionists.
2. In the navigation menu, click Phone System Management then Auto Receptionists.
3. Click the applicable auto receptionist name from the list.
4. Click the Policy tab.
5. Under General, click the Voicemail notification by email toggle to enable or disable it.
6. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at either the group or account level. You need to contact your Zoom admin.
7. Select the checkboxes that you want:
   • Include voicemail/videomail file
   • Include voicemail/videomail transcription
   • Forward voicemail to email list: Specified email addresses will receive a copy of the notification email when there is a new voicemail from the auto receptionist.
     1. Click Email List.
        A pop-up window will appear.
     2. In the window, click Set to specify the emails that can receive forwarded voicemail messages.
     3. Click Save.
8. Click Save.

Call queue

1. Sign in to the Zoom web portal as an admin with the privilege to edit call queues.
2. In the navigation menu, click Phone System Management then Call Queues.
3. Click the applicable call queue name from the list.
4. Click the Policy tab.
5. Under General, click the Voicemail notification by email toggle to enable or disable it.
6. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at either the group or account level. You need to contact your Zoom admin.
7. Select the checkboxes that you want:
   • Include voicemail/videomail file
   • Include voicemail/videomail transcription
   • Forward voicemail to email list: Specified email addresses will receive a copy of the notification email when there is a new voicemail from the call queue.
     1. Click Email List.
        A pop-up window will appear.
     2. In the window, click Set to specify the emails that can receive forwarded voicemail messages.
     3. Click Save.
8. Click Save.

Shared line group

1. Sign in to the Zoom web portal as an admin with the privilege to edit shared line groups.
2. In the navigation menu, click Phone System Management then Shared Lines.
3. Click the Shared Line Group tab.
4. Click the applicable shared line group name from the list.
5. Click the Policy tab.
6. Click the Voicemail notification by email toggle to enable or disable it.
7. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at either the group or account level. You need to contact your Zoom admin.
8. Select the checkboxes that you want:
   • Include voicemail/videomail file
   • Include voicemail/videomail transcription
   • Forward voicemail to email list: Specified email addresses will receive a copy of the notification email when there is a new voicemail from the shared line group.
     1. Click Email List.
        A pop-up window will appear.
     2. In the window, click Set to specify the emails that can receive forwarded voicemail messages.
     3. Click Save.
9. Click Save.

Phone user

1. Sign in to the Zoom web portal as an admin with the privilege to edit phone users and common areas.
2. In the navigation menu, click Phone System Management then User & Rooms.
3. Click the Users tab to access the list of users, or the Common Areas tab to access the list of common areas.
4. Click the applicable phone user or common area name from the list.
5. Click the Policy tab.
6. Under General, click the Voicemail/videomail notification by email toggle to enable or disable it.
7. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at either the site or account level. You need to contact your Zoom admin.
8. Select the checkboxes that you want:
   • Include voicemail/videomail file: Videomail over 10 MB will be attached as audio.
   • Include voicemail/videomail transcription
9. Click Save.

Common area

1. Sign in to the Zoom web portal as an admin with the privilege to edit phone users and common areas.
2. In the navigation menu, click Phone System Management then User & Rooms.
3. Click the Users tab to access the list of users, or the Common Areas tab to access the list of common areas.
4. Click the applicable phone user or common area name from the list.
5. Click the Policy tab.
6. Under General, click the Voicemail/videomail notification by email toggle to enable or disable it.
7. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at either the group or account level. You need to contact your Zoom admin.
8. Select the checkboxes that you want:
   • Include voicemail/videomail file: Videomail over 10 MB will be attached as audio.
   • Include voicemail/videomail transcription
   • Forward voicemail to email list: Specified email addresses will receive a copy of the notification email when there is a new voicemail from the common area.
     1. Click Email List.
        A pop-up window will appear.
     2. In the window, click Set to specify the emails that can receive forwarded voicemail messages.
     3. Click Save.
9. Click Save.

How to understand the user experience

Cases to receive voicemail notifications

 Three different cases will each allow a user to receive a voicemail notification. The three cases in which a user receives a voicemail notification are:

1. The user is the owner of the voicemail box. When the user owns a new personal voicemail, and when the personal voicemail/videomail notification by email policy is turned on, the user/owner will receive a notification by email.
2. The user has a shared voicemail.
   • When all three below conditions are met, the user will receive a voicemail notification by email when the user has a new shared voicemail:
     
     • If the personal voicemail/videomail notification by email (at the user level) or voicemail/videomail notification by email (at other levels) policy is enabled
     • If the user is added to another extension’s Voicemail Access Member List (the Access Member List under the Voicemail policy for different extensions)
     • If the user’s Shared voicemail/videomail notification policy is enabled
3. The user has a forwarded voicemail notification.
   • Some users may not have Zoom Phone (ZP) access, or the voicemail box owner does not want to share the voicemail box; they just want to forward the voicemail notification to a list of email addresses. Currently, up to 3 email addresses are allowed to be added to this email list.
   • When the extension/voicemail box owner has the Voicemail/videomail notification by email (extension levels [CQ, AR, CA, SLG], excluding user) policy enabled, the email notification will be forwarded to the email addresses in the Email List.

Note: Users who receive an email notification for a new voicemail or videomail in their Zoom Phone voicemail inbox can click a deep link in the email to be redirected directly to the Voicemail tab in the Zoom app. If they are signed in, the deep link will take them to the specific new voicemail or videomail in expanded mode. If they are not signed in, they will be redirected to the login page before accessing the Voicemail tab. The minimum app version to support the link redirection to the Voicemail tab with the voicemail or videomail in expanded mode is 6.2.5.

Conditions to receive a voicemail notification by email with voicemail attachment

If any conditions of 1, 2, or 3 are not met, the user will not be able to receive the voicemail audio file as an attachment in the notification email. Condition 4 is only applicable for the users who have a shared voicemail; it does not apply to the other cases when a user has a voicemail they own or a user receives a notification as part of the forward email list. For a user who receives a shared voicemail, all 1, 2, 3, and 4 conditions must be met to receive the attachment.

The conditions for a user to receive a voicemail notification by email with voicemail attachment:

1. The basic condition is that the user can receive a notification to begin with (any condition is met in the Receive voicemail notifications section as an owner, shared voicemail user, or forwarded email list).
2. Under the extension's voicemail notification by email policy, the Include voicemail/videomail file checkbox must be selected. 
3. The other conditions that are common to all receivers:
   Note: The Redact Personal and Sensitive data feature is currently in beta. 
   
   • The voicemail cannot be a restricted voicemail with advanced encryption.
   • IP address access control is in place.
   • The voicemail is a private voicemail.
   • When Redact Personal and Sensitive data is enabled, if the videomail exceeds 10 MB, it will not attach anything.
   • When Redact Personal and Sensitive data is disabled, if the videomail exceeds 10 MB, it will attach an audio file.
4. This is a separate condition for users who have a shared voicemail. For these users to receive the voicemail file as an attachment, they have to meet the criteria that they must be granted download permission in the extension level’s Voicemail Access Member List.

Understand Access Member List types

In the Voicemail Access Member List, there are different member types: extensions (users and/or common areas) and admins. 

• Only the user can receive voicemail notification by email if all the conditions to receive voicemail notifications are met.
• If a common area is added as part of the Access Member List, there is no email notification for them.
• Admins in the Access Member List do not get voicemail notifications by email. Depending on their role and permissions, they can access the voicemails for their targets on the Voicemail & Videomail tab on the Zoom web portal.