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Business Phone System, VoIP, Networking & Telecommunications Blog

How to work with Voicemail & Enhanced Voicemail?

Portal 1 Voicemail Flow Chart.png

 Voicemail Graphical Options Menu

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Voicemail Information


Accessing Voicemail

The Default Voicemail numbers are:


Dial internally from any extension on our Cloud Based Phone System.

(User will be prompted for their extension number and password)


Internal from the extension of the User checking Voicemail

(The user will only be prompted for a password)

Accessing Voicemail from Outside the Phone System

Get to your voicemail prompt by dialing a DID, or through an Auto-Attendant (AA). Once you hear your voicemail greeting press star(*) to be prompted for your password.

What is Enhanced Voicemail?

Enhanced Voicemail (also referred to as Enterprise Voicemail) is a treatment that gives the caller an option to try a different extension before prompting them to leave a message.

Call Flow with Enhanced Voicemail

  1. Caller dials a DID or extension number
  2. Caller hears the called party's voicemail greeting
  3. The caller hears "To dial another extension press 1, to leave a voicemail press 2 or simply stay on the line" (at this point, the caller can also dial 0 to reach the Operator extension).
  4. If option 2 is chosen, the caller hears "Please leave a message after the tone".

Call Flow with Enhanced Voicemail Disabled

  1. Caller dials a DID or extension number
  2. Caller hears "Your call is being forwarded please hold"
  3. Caller hears the called party's voicemail greeting
  4. The caller  hears "Please leave a message after the tone".

Setting up a General Voicemail Account


You would like to have the Message Waiting Indicator (MWI) for a shared voicemail account be activated on multiple phones.  You can accomplish this by creating the shared account as an additional line on the desired extensions.

Steps to create a "Shared Voicemail"

1. Create a User called "Shared Voicemail" 

2. Create a separate device for each extension that wishes to monitor this account. Assuming that the shared voicemail User is 100 and this needs to be shared by extensions 200, 201, and 202, then you will need to create three devices for User 100  (eg.  100, 100a and 100b).

Add one of the User 100 devices as an extra line on the main device for each of the other Users (eg.  User 200 will have device 100 as an extra line, User 201 will have device 100a as an extra line, etc.).

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Sending Voicemail Alerts by SMS

It is possible to send voicemail alerts to a user's mobile phone by SMS using the mobile carriers email gateway. Emails sent a mobile phone via the mobile carrier's email gateway will be converted into an SMS message for the user.

To enable this functionality, simply add the mobile phone's email address to the User's profile in the PBX portal.







Voicemail Issues

What to do when Voicemail Messages are not delivered to Email
It is not uncommon for voicemail messages that are sent to an email address to be blocked by spam filters.  This usually occurs when the FROM email address can not be properly authenticated by the receiving ISP.  Most ISPs that receive email traffic take measures to evaluate whether email is legitimate. One such measure that ISPs take is to determine whether an email is authenticated. Authentication requires senders to verify that they are the owner of the account that they are sending from. In some cases, ISPs refuse to forward email that is not authenticated.
This problem occurs when the Cloud Service Networks email servers have not been properly authenticated to send email with YOUR domain in the FROM address, and the receiving ISP has no way to confirm if the server that sent the emails was a legitimate authorized sender for the domain.  Email authentication is commonly handled by either of two security schemes: Sender Policy Framework (SPF) and DomainKeys Identified Mail (DKIM).
To address this issue, Cloud Service Networks recommends either of the following two methods to ensure that your email gets delivered:
We can send all your email to your own SMTP server.  This way, you are in control of the of the SPF and/or DKIM records that are used to send email to your Users.  To use this option, you must provide the Cloud Service Networks Technical Support  with your SMTP server credentials (host, port, username and password).  Note that our MTA does not support SSL for voicemail.
We can authenticate your voicemail-to-email FROM address for you using Amazon's Simple Email Service (SES).   If you choose this option you must let us know the FROM email address that you wish to use,  We will submit it to Amazon, and Amazon will send a verification email to the email address specified.  When you receive the verification email you must click the included link to prove that you are in control of the email address.  Thereafter, all your voicemail to email traffic will be authenticated and sent via Amazon's SMTP servers, using Amazon's SES service.
If you would like to implement either option, please send an email to support@cloudservicenetworks.com with the required information.