Voicemail (User)

When modifying a user’s voicemail in Webex, there are two main ways to achieve this. The first way is to modify the user’s voicemail settings by accessing their own Calling profile in Control Hub or via the user’s own portal at https://user.webex.com. The other option is to process a bulk change using the “Manage User Calling Data” option available in Control Hub.

Single User

1. Sign into Control Hub by visiting https://admin.webex.com

2. Click on “Users” located in the “Management” section on the left hand side navigation

3. Search for and/or select the user you would like to modify

4. Select “Calling” from the ribbon along the top beneath the user’s name

5. Under the “Voicemail, fax, announcement language and timezone” setting you can modify the Announcement language for the user (for both VM portal and leaving a voicemail) and also access additional voicemail settings.

6. Inside the Voicemail Settings you have the following options:

   1. Enable or Disable toggle

   2. Send calls to voicemail

      1. All or off (default is off)

      2. Radio button for “Send calls to voicemail during a busy line” if you are active on a call (Option for message)

      3. Radio button for “Send calls to voicemail when unanswered” with a threshold in number of rings (Option for message)

   3. Additional settings:

      1. Transfer on ‘0” to another line. This could be a group VM box, queue, hunt group, user, or any other Calling Feature or external DID

      2. Email copy of voicemail message

         1. It is important to note that even with this option that the voicemails will still reside on the line/user it was captured on. If the box becomes full, no new copies of voicemail messages will be sent to the email box placed.

   4. Voicemail PIN

      1. Passcode Requirements:

         1. Must contain

            1. 6 to 30 digits

         2. Must not contain

            1. repeated patterns

            2. any part of your phone number or extension

            3. the same digits 4 times in a row

            4. 4 ascending digits or 4 descending digits

            5. the reverse of your phone number or extension

   5. Notifications

      1. This is just a notification. It does NOT contain a copy of the voicemail message or transcription. Options to send via email or text (include carrier, otherwise it will not get configured to be sent)

   6. Message Storage

      1. Internal Mailbox

         1. This is the standard option. This will allow you to manage the voicemail for the line via the Webex App, via a physical phone, or by calling into the voicemail portal and accessing the voicemail box.

      2. External Mailbox

         1. All voicemails left will be forwarded to the email provided. This will include the recording and the transcription and will not leave the message inside the Webex platform.

   7. Fax messaging

      1. Configure a number where faxes can be received. They will then be sent via email.

Multiple Users

Most of these options listed above can be managed by the following steps. There are a few that cannot such as the Voicemail PIN.

1. Sign into Control Hub by visiting https://admin.webex.com

2. Open up “Calling” under the “Services” section on the left hand side navigation

3. Open up “Service Settings” along the ribbon at the top

4. Scroll to near the bottom to the section of “Manage User Calling Data” and click the button.

5. You will get a prompt for downloading data via CSV or uploading data To download data you can select all of an org, or if the org is too large then download by location. You can download up to 1000 users at a single time.

6. If only editing voicemail settings such as email delivery, notification. storage, or language be sure to select only those checkboxes necessary. If you select multiple checkboxes the task ran on the back end will take significantly longer to process. I recommend only selecting “Voicemail” and “Announcement language” when editing these parameters.

7. Once downloaded, locate the columns of the values you would like to modify. Please note the format of values around the column and confirm that all the values complement each other. EG: setting storage to external would require that you provide the email address as the destination.

8. Once the file is ready, go back to the same “Manage User Calling Data” button to upload the file.

9. If you encounter any errors, download to review, and then fix your file for reupload.