Messages is where users can manage all their messages – voicemail, text, chat and video. It is important to be aware which extension is selected as the Messages displayed in the Inbox, Archived and Trash folders are dependent on the active extension in the user interface. That active extension is displayed at the top of the page next to your login name. Only the type of messages that are enabled for that extension will show in the left hand navigation and in Messages.
What you will learn:
The Messages Dashboard is where all of the messaging information is located, such as your extension number, full name (user name in system), and the number of voicemail, call recordings, text and video (when available) messages for that extension. As indicated, only the message types that are enabled for the account/extension will show in the Dashboard. Use the dynamic link for each extension to directly jump to that extension’s Messages pages.
To view the Message Dashboard, navigate to Messages > Dashboard.
Voicemail is an electronically stored voice message left by a caller to be retrieved later by the intended recipient. The recipient can retrieve the stored message through phone, desktop, mobile app, email, or other communications devices. Please refer to Feature> Notifications to set up text or email notifications of new voicemails.
Managing Your Voicemails
The Inbox stores your voicemail and lets you retrieve your voicemails. You can retrieve your voicemails through the portal, desk phone, or mobile app. To retrieve messages from desk phone or mobile app, please dial *99, then follow the system prompts. To listen to messages for a different mailbox, dial *94 + extension. Messages are saved for 60 days in the Inbox. Unread messages are displayed in bold, while Read messages are in normal type.
To check the portal inbox for new voicemail, navigate to Messages > Voicemail > Inbox.
Inbox displays a list of all voicemail messages, along with the following information:
- Name – type of message, voicemail, text, chat, video
- From – CallerID of the message sender
- Received – date and time the voicemail message was left
- Length – number of seconds of the message
- Transcription – first 5-10 words of the voice message
Full message transcription service is available. Please make sure it is enabled for each extension as the transcription services is not turned on by default.
Additional Menu Operations for Inbox Single Message
To perform additional operations on a single voicemail message, first select the voicemail message by clicking on the box next to the message. Once a message is selected, you can choose an action from the top menu as shown below
- Play/View – plays or shows the message
- Archived – moves the message to Archived folder
- Trash – move the message to the Trash folder
- Call Back – calls the CallerID number in message
- Move to Folder – moves message to Inbox, Archived, or Trash folder