Viewing voicemails for a call forwarding extension in the Zoom app

The standard phone user, auto attendant, call queue and shared line groups can all have their own separate voicemail/videomail inbox. By changing the extension’s forwarding options, you can allow callers to leave voicemails for the extension. This allows them to leave voicemails for that extension.

Administrators can access one or more phone users’ voicemail/videomail inboxes, an automated answering machine, a call queue, or shared line groups for each user. Viewing, playing and deleting messages are all options available to you.

A voicemail inbox can also be shared with other users of your phone so they can access it as well.

This article covers:

• How to access a voicemail inbox from the extension’s page
• How to access a voicemail inbox from the log page
• How to play, download or delete voicemails

Requirements for viewing voicemails for an extension

• Account type: Business, Education or Pro
• Ownership or administrative privileges for an account
• License for Zoom Phone
• It is possible to enable personal voicemail and videomail for phone users by setting their policy accordingly
  Note:
• Voicemail can be enabled by default for the auto attendant, call queues, and shared line groups. You can still control who can access the voicemails for those extensions using the voicemail policy setting that you can access for those extensions.

Change the extension’s forwarding options to forward to the extension’s voicemail if you want callers to be able to leave messages on the extension’s voicemail.

• Auto Receptionists:
• The voicemail of the current extension can be forwarded according to the business hours or quiet hours settings.
• Call queues or shared line groups:
• In the Overflow setting, change the route to the current extension’s inbox.

How to access a voicemail inbox from the extension’s page

An extension’s voicemail inbox can be accessed in two ways. This method uses profile/settings pages.

1. You can access the Zoom web portal by logging in.
2. To access these options, click Phone System Management in the navigation menu.
   • Automated receptionists
   • queues for calls
   • Go to Shared Lines > Shared Line Groups
3. To view extensions, click their names.
4. Choose Voicemail from the menu.
5. Click the dropdown menu at the top to filter messages by read or unread, or use the search options at the top to find a specific contact or phone number

How to access a voicemail inbox from the log page

There are two ways to access an extension’s voicemail inbox. There is a log page that can be used with this method.

1. Sign in to your account via the Zoom web portal.
2. Select Phone System Management from the navigation menu, and then select Logs from the drop-down menu.
3. Select the Voicemail tab on the left side of the screen.

How to identify voicemail entries

To help you easily identify voicemail entries, here are a few points to help you understand how the column names and labels work in the voicemail table:

• A name appears above your caller ID number if the number belongs to your organization or is associated with a caller ID name.
• There are some voicemail entries that are marked with a blue dot and have not yet been listened to.
• The search options at the top of the page can be used to find specific contacts and phone numbers, or you can use the dropdown menus at the top of the page to filter by extension type and website to find what you’re looking for.
• In certain situations, you may be able to see an icon indicating that the caller has been verified.

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How to play, download or delete voicemails

1. An auto attendant, call queue, or shared line group can be accessed by accessing their voicemail inbox.
2. To view and manage your voicemails, click the following options:
   • Play icon:
   • If Zoom Phone was able to transcribe the voicemail message, play the message and view a transcript.
     Note:
   • The message appears as played to all other access or admin phones when an access or admin phone plays an unplayed voicemail message.
   • Download:
   • The voicemail message (MP3) should be saved.
   • Extinguish:
   • Voicemail messages can be deleted by selecting them and clicking the Delete button. To remove multiple entries at once, click the Delete button at the top of the table next to the check box next to the status column.
     Remarks:
     • All voicemail messages left by phone users with access or admins are deleted when the phone user with access or admins deletes the voicemail message.
     • The Move to Trash option appears in place of the Delete button if you have the soft delete setting enabled.
   • Move to Trash:
   • If you move the voicemail message to the trash, you can temporarily delete it.
     Note:
   • This option is only available for voicemails that have been enabled for soft deletion.

frequently asked Questions

How do I check my Zoom voicemail?

Here are the steps that will guide you through each step of the process so you can play, download, or delete your voicemail messages.

1. Sign in to Zoom’s desktop client by clicking the Sign In button below.
2. Click on the Phone tab and you can see a list of your phone numbers.
3. If your browser has a Voicemail tab, click the Voicemail button at the bottom of the page. …
4. It’s easy to play a voicemail message by hovering over it and clicking the play icon so you can hear it.
5. You can call the number that left you a voicemail by clicking on the phone icon if you wish.

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