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Create and manage voicemail boxes: email delivery, greetings, operator routing, and the stored messages in each box.
This document applies to the following user roles within Omnia:
  • Account Administrator
  • Partner Administrator

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Accessing Voicemails

Go to the Admin Portal and sign in. Click the Phone System tab to expand it, then select Voicemails.

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Voicemail Overview

The list shows each mailbox’s:
  • Mailbox: The mailbox number.
  • Name: The user associated with the mailbox.
  • PIN: The PIN for accessing voicemail.
  • Email: The email address voicemail notifications are sent to.
Use Search to find a mailbox and Export to export the list. Click the sort icons next to column headers to sort ascending or descending.

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Creating a Voicemail

Click Add New.
Adding a new extension creates a voicemail box automatically. The exception: if you change the extension’s Never Miss a Call - Additional Destinations settings to route busy, offline, or unanswered calls to a specific destination, such as a call group, no box is created. In that case, create one here.

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Email delivery and storage

  • Enable Email Delivery: Delivers voicemails to an email address.
  • Enable Storing Voicemails: Stores voicemails after successful email delivery so admins and users can manage them in Omnia. If unchecked, voicemails are not stored.

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Mailbox details

  • Full Name: The full name associated with the voicemail.
  • Mailbox Number: A unique mailbox number.
  • Email: The address for email delivery (if enabled). To send each voicemail email to more than one recipient, enter multiple addresses separated by commas.
  • Notify Numbers: Optional. Enter one or more phone numbers (comma-separated) to receive an automated voice-call notification each time a new voicemail lands in this mailbox. This is a phone call, not a text message.
  • PIN: The PIN for accessing the voicemail.
To share one voicemail box across two extensions, turn on the Group mailbox toggle on the box. The group flag lets both phones light their message indicator when a new message arrives. Point the second extension’s busy, offline, and no-answer destinations at the shared box under Never Miss a Call.

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Virtual receptionist and operator

  • Allow IVR Options: Turns on IVR options.
  • Select IVR: The IVR to use.
Under If the Operator is Dialed, choose a Destination Type and Select Destination. Callers reach the operator by pressing 0.
If a caller presses 0 during the greeting and the greeting just repeats instead of transferring, the Operator destination on this voicemail box is blank — with no destination set, there is nowhere to route the caller, so the greeting replays. Set the Operator destination and save. Each voicemail box has its own Operator setting, so repeat this for every box that needs the press-0 option.

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Save the voicemail

Click Create, then Yes to confirm.
To send a live call straight to a voicemail box, press the physical Transfer button on your phone, dial * followed by the voicemail box number (for box 3000, dial *3000), and complete the transfer. The caller is dropped into that box and hears its greeting. Press Transfer first — dialing the star code without it does nothing.

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Viewing and Editing Voicemails

Click the Voicemail, or click the Edit button next to it. From there you can change items such as the PIN and time zone, record, upload, or assign greetings, and listen to, download, and delete messages.

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Configuring Voicemail Greetings

Click Greetings. There are four greeting types:
  • Name Greeting: Identifies your extension.
  • Unavailable Greeting: Plays when you do not answer.
  • Busy Greeting: Plays when you are on the phone.
  • Out of Office Greeting: Overrides your unavailable and busy greetings.
For each one, choose an existing media file, or record or upload a new one. To use an existing file, click From media file, then pick a media file from the Select a greeting dropdown.
  • Playback: Plays the media file.
  • Download Greeting: Downloads it.
  • Save as current: Makes the selected media file your greeting.
  • Remove greeting: After saving, deletes the media file. Click Yes to confirm.
To record or upload a new greeting, click Record or Upload.
  • Press and Hold To Record: Click and hold to record a message.
  • Upload File: Adds an existing audio file.
  • Playback: Plays the media file.
  • Cancel Changes: Reverts to the previous settings.
  • Save as current: Saves the recorded or uploaded file as your greeting.
  • Remove greeting: After saving, deletes the media file. Click Yes to confirm.
When you’re done, click Save, then Yes to confirm.

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Managing Voicemail Messages

The Messages tab lists every voicemail message with its date, time, caller name, number, and duration.
The Messages tab lists the voicemails currently stored in the mailbox. Voicemails age out of the system over time, so older messages may no longer appear here — and once a message has aged out, it can’t be retrieved. To keep a permanent copy of every voicemail, turn on Enable Email Delivery for the mailbox (see Email delivery and storage above) so each new message is sent to your inbox with the audio file attached, which you can save and replay any time.
Each mailbox can store only a limited number of messages. Once a box hits that cap, it silently stops accepting new messages — callers can’t leave a voicemail and IVR or staff transfers into the box fail, even though the rest of your phone system is working normally. This most often happens on shared or group mailboxes that a team reads by email while nobody logs in to clear the stored copies.To recover, delete the stored messages from the Messages tab. If the mailbox emails each voicemail with the audio attached, deleting the stored copies loses nothing — you still have the emails. To keep an email-only box from filling up again, turn on Enable Email Delivery and leave Enable Storing Voicemails unchecked (see Email delivery and storage above) so new messages are emailed out and never retained on the server.
To play a message, click the music note next to it. You can listen to it and save the recording from the Voicemail Message window. To delete a message, select it, click Delete, then click Yes to confirm.

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Deleting Voicemails

Click the Delete button next to the Voicemail, then click Yes to confirm.