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Set up voicemail

Turn on voicemail for an extension, set a PIN and a notification email, and know where messages will show up.

Who this is for: admins (any extension) and everyday users (their own extension)

Before you start

  • The extension already exists. If not, see Create an extension and assign it to a user — you can tick Voicemail there too, but this guide is where you set the PIN and notification email.
  • Admin access if you're setting up voicemail for someone else's extension. Everyday users can only configure voicemail on their own extension.
  • (Optional) an email address to receive voicemail notifications.

Steps

  1. In the sidebar, under Communication, select Extensions.
  2. Find the extension in the list and select the Configure icon (the sliders icon in the Actions column).
  3. Select the Voicemail tab.
  4. Turn on Enable Voicemail. If this extension doesn't have a voicemail box yet, Phonovo creates one automatically the first time you save with this switched on.
  5. Under Voicemail PIN, we recommend setting a PIN of at least 4 digits (numbers only). This is what the extension's user dials in with when checking messages from their handset.
  6. Under Email Notifications, enter the Email Address that should receive a copy of each voicemail. Tick Attach audio file to email to include the recording as an attachment, and Keep message after email to leave the message in the portal after it's been emailed rather than removing it.
  7. If AI transcription is available on your plan, tick Enable voicemail transcription under Transcription to also get a text version of each message.
  8. Select Save Changes.

Screenshot

Screenshot of the Extension Detail page with the Voicemail tab open, showing the Enable Voicemail toggle, the Voicemail PIN field, and the Email Notifications section.

How messages reach the user

  • In the portal: in the sidebar, under Logs & Records, select Voicemails. The Messages tab lists every voicemail for your domain — play it back, download it, or delete it. Messages you haven't listened to yet are marked as new.
  • By email: if you set an email address in step 6, a copy of the message (and the recording, if you ticked Attach audio file to email) is sent there as soon as it arrives.
  • From the handset: dial *97 from the extension to call into its own voicemail box and listen to messages directly.

Note

Recording a custom greeting isn't done from the portal — greetings are recorded from the handset when you call into the voicemail box, not from a portal setting.

Ask Olivia

You can also ask Olivia, the in-portal assistant, to walk you through this.