V3 Voicemails

Owned by XCALLY Knowledge (Unlicensed)
Last updated: Jul 15, 2024 by Product Knowledge
6 min read

What’s about

The voicemail application allows the calling party to leave a message. 

Voicemail is defined as a modern kind of answering machine that allows you to electronically store voice messages and retrieve them using a specified mailbox.

Where there is an incoming phone call and the voicemail application runs, the application plays a recorded announcement. The greeting may be a standard system greeting or a custom outgoing message recorded.

Then, the system gives the caller the option to leave a message. This message is stored in digital form as an audio file that can then be accessed later.

Once the message has been recorded, recorded files are archived in the mailbox associated with the Voicemail account (Messages section).

Moreover, a notification could be sent to the configured mail to communicate that a new message is available. The email may include an audio file attachment of the message.

Setting up

The Voicemail Section enables you to create and edit Voicemails.

Add a new Voicemail

You can find the Voicemails section under the Voice menu:

You can see all the already configured voicemail services or add new ones.

Click on   to add a New voicemail and fill out the following form:

  • Full Name: name associated to the voicemail account

  • Email: email associated to the voicemail account. Each time a voice message is left, a notification will be sent to this email address.

  • Password: used to retrieve voice messages (numerical password is preferred)

  • Mailbox: the account number for the voicemail message

  • Attach: If set to Yes, the voicemail recorded file (voice message) will be sent to the email address previously configured as an attachment (default: No).

and click Add Voicemail to confirm. 



After the voicemail is created, you can view the voicemail in the list of voicemails. You can edit the voicemail settings and view voicemail messages.

Edit and Delete a Voicemail

On the Voicemails list, click on  related to a voicemail and then choose the action:

Edit Voicemails

You will find 3 sections: the Settings and the Advance section for configuring the voicemail account and the Messages section where you can find the voice messages.

Settings

In the Settings Section, you can edit:

  • Full Name

  • Email

  • Password

  • Context: voice mail context (default: from-voicemail)

Advanced

In the Advanced Section, you can edit

  • Timezone: defines custom timezone. Pick a Country/City pair which is in the same time zone as your location.

  • Attach: if set to Yes, the voicemail message is sent to the user as an attachment in an e-mail voicemail notification message.

  • Envelope: controls whether or not the message envelope (date/time) is played before playing the voicemail message.

  • Delete: if set to Yes, the voicemail message will be deleted from the voicemailbox after having been emailed.

  • Email Body: overrides the normal message text seen in the body of a voicemail notification message.

  • Email Subject: sets the custom Subject line of the voicemail notification message (the value passed is a string containing the text to put in the Subject line).

  • Max Seconds: used to eliminate messages which are shorter than a given amount of time in seconds. If is set to 0 there will be no maximum time limit enforced.  The default value is 180.

  • Max Messages: sets the maximum number of messages allowed in a voicemail folder. When a mailbox has more than this number of messages in it, the new messages can’t be recorded and vm-mailboxfull is played to the caller. The default value is 100 and max value is 9999.

Messages

In the Messages Section, you will find the account's voicemail messages with information about the caller ID, duration in seconds and received date.

You can also play, download or delete voice messages.

 

Delete Voicemails

To delete a single voicemail, find the voicemail in the voicemails list and click on Delete Voicemail.

To delete multiple voicemails you can select the list of voicemails by marking the checkbox on the left side and then click on Delete button and OK to confirm.

Export list of Voicemails

To export list of voicemails in CSV, select the list of voicemails to export by marking the checkbox on the left side and click on the Export button:

How to use it

 The most common configuration process with Voicemail is described below:

Configure Postfix

The sender address for the voicemail is set with Postfix, which is ​​a server-side application that allows you to implement the SMTP protocol to manage the sending of mail.

Asterisk uses the default Postfix configuration to send the voicemail message.

  • Through SSH console, edit the file /etc/postfix/main.cf and set the parameters according to your SMTP.

You can find examples below. Please refer to your provider for this configuration.

Google SMTP

relayhost = [smtp.gmail.com]:587 smtp_sasl_auth_enable = yes smtp_sasl_password_maps = hash:/etc/postfix/sasl_passwd smtp_sasl_security_options = noanonymous smtp_tls_CAfile = /etc/postfix/cacert.pem smtp_use_tls = yes

Office365-Outlook SMTP

relayhost = [gritfy-com.mail.protection.outlook.com]:25 smtp_sasl_auth_enable = yes smtp_sasl_password_maps = hash:/etc/postfix/sasl_passwd smtp_sasl_security_options = noanonymous smtp_tls_security_level = may header_size_limit = 409600

 

  • To set the new sender, edit this line in /etc/asterisk/voicemail.conf according to your need:

    serveremail=motion@xcally.com

    then save it, restart Postfix and reload Asterisk to apply the change:

Create a Voicemail Account

Please check the documentation above.

Add the Voicemail App to the Route

  • Select the Route (usually Inbound Route) in which you want the Voicemail app run.

  • In the Action section, drag and drop the Voicemail app.

  • Edit the app, choosing the mailbox you want to associate with this route

  • You could also customize the Interval in which the application will run. For example, you could set that Voicemail will be used only during the Holidays.

Voicemails for Agents

Agents can’t access Voicemail Account messages from the Omnidesktop Interface.

To let Agents listen to Voice messages left by Callers in the Mailbox, there are two main scenarios:

Email Scenario

The Agent receives an email with the notification that a new voice message is available and may receive it as an attachment to the email.

How to set up

  • Create an Email Account with XCALLY (e.g. using an email address voicemail@xcally. com)

  • Add Agents to the Email Account

  • Use the Email Account address as the email configured in the Voicemail Settings (e.g. voicemail@xcally. com)

Call Scenario

The Agent calls a phone number and, following the instructions by a recorded voice, access the voice messages.

Here you can find an example of the flow to retrieve messages:

  1. The Agent calls the set phone number (e.g. 56744)

  2. The recorded voice asks the Agent to digit the number of the mailbox associated to the voicemail

  3. The Agent digits the number of the mailbox associated to the voicemail (e.g. 00)

  4. The recorded voice asks for the password to access the mailbox

  5. The Agent digits the password (e.g. 9987) (It is important to set a numeric password in the Voicemail settings)

  6. The recorded voice gives instructions to take actions (e.g. press 6 to play the next message, press 7 to delete this message)

How to set up

  • Create a Cally Square Project to Access to Voicemail

  • Create an Internal Route and add the Cally Square Project (see 1) as an application in the Actions.

See here for the details of the configuration.