Enabling or disabling personal PIN for voicemail management

Account owners and admins can enable a policy setting that allows shared line group (SLG) members to use their personal PIN instead of the shared SLG PIN to update voicemail greetings.

When calling the voicemail system, authorized members can enter the SLG extension number along with their personal PIN to access greeting management functions. The feature preserves all existing IVR functionality and audio prompts while providing the same greeting management options available with shared PINs. When calling from external numbers or common area phones, users must also enter their personal extension number for authentication. The feature maintains all existing functionality, including recording, reviewing, and accepting greetings for both business hours and after hours. The policy can be configured at the account, site, or individual SLG level and is disabled by default.

Learn more about setting up shared line groups and using shared line groups.

Requirements for enabling personal PIN for shared line group voicemail management

Table of Contents

How to enable or disable personal PIN for shared line group voicemail management

Allow members of shared line groups to use their personal PINs to manage voicemails of the group.

Account

To enable or disable Use personal PIN for voicemail management 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 Use personal PIN for voicemail management toggle to enable or disable it.
  5. If a verification dialog appears, click Enable or Disable to verify the change.
  6. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Site

To enable or disable Use personal PIN for voicemail management for a site:

  1. Sign in to the Zoom web portal as an admin with the privilege to edit sites.
  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 Use personal PIN for voicemail management 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.

Shared line group

To enable or disable Use personal PIN for voicemail management for a shared line group:

  1. Sign in to the Zoom web portal as an admin with the privilege to edit sites.
  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. Under General, click the Use personal PIN for voicemail management 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 the account level and needs to be changed at that level.
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When using the voicemail DTMF code (*86), authorized members of a shared line group can enter the extension number of the SLG and their personal PIN to change the voicemail greetings.
Note: If the user is calling in from PSTN or using a common area configured for an SLG, the user will have to enter their personal extension number along with their personal PIN so they can be authenticated. They must also be a member of that SLG.