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Voicemails

Voicemails

 

 

Overview

The Voicemail application allows callers to leave voice messages when the intended recipient is unavailable. Voicemail records, stores, and manages voice messages digitally within a dedicated mailbox.

When an incoming call is received and Voicemail is enabled, the system plays a recorded greeting—either a default system prompt or a personalized message set by the user.

After the greeting, the caller is prompted to leave a message. The recorded message is saved as an audio file and can be accessed and played back at any time by authorized users.

Once the message has been recorded, the 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.

This page describes the Voicemails configuration on the New Client Experience, available from version 3.47.0. We recommend using the New Experience web interface to take full advantage of the latest features.

You can access the Voicemails section from the Voice menu in the main navigation panel.

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From this section you can:

  • search for a specific voicemail

  • set and clear filters

  • manage columns

  • activate the advanced search for each field

 

Clicking the three dots button (⋮) next to the voicemail, you can:

  • Edit the voicemail

  • Delete the voicemail

To Delete or to Export in CSV one or more voicemails, you can select the messages and the related function icons will appear on the right of the upper bar.


Create a Voicemail

To create a new Voicemail:

  1. Click the Add button

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  1. Enter the Voicemail’s details:

  • 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).

  1. Click Add Voicemail

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 a Voicemail

To edit a voicemail:

  1. Go to the Voicemails list.

  2. Locate the voicemail you want to edit

  3. Click the three dots button (⋮) next to the voicemail to display the menu with available actions.

  4. Select Edit

  5. Modify or view the settings of interest:

    1. Settings

    2. Advanced

    3. Messages

  6. Click the SAVE button located at the top-right corner of the web interface to confirm changes.


Settings

In the Settings Section, you can edit:

  • Full Name of the voicemail

  • Email of the voicemail

  • Password of the voicemail

  • Context of the voicemail (default: from-voicemail)

Advanced

n the Advanced Section, you can edit the below fields:

  • Timezone: defines custom timezone. Select the Country/City in the same time zone of your location.

  • 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 longer 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 find the account's voicemail messages with the following information:

  • Caller ID

  • Duration in seconds

  • Audio file, with the possibility to play and download it

  • Received date


How to use it

 The most common configuration process with Voicemail is described below:

1. 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:

systemctl restart postfix && asterisk -rx "reload"

2. Create a Voicemail Account

To create a new Voicemail account, please check the documentation above.

3. Add the Voicemail App to the Route

Follow the below steps to add the voicemail application to the route:

  1. Select the route, tipically an Inbound Route, where you want the Voicemail application to be executed.

  2. In the Action section, drag and drop the Voicemail app, choosing the mailbox you want to associate with this route

You can also customize the time interval during which the Voicemail application will run.
For example, you may configure Voicemail to be active only during holidays or specific time periods.

 

 

Voicemails for Agents

To allow Agents to listen to voice messages left by callers in the mailbox, two main scenarios are available:

Voicemail section is not available from the Agent Omnidesktop Web Interface.

 

Email Scenario

The Agent receives an email notification indicating that a new voicemail message has been received.
The voice message is included as an audio file attachment in the email, allowing the Agent to listen to it directly.

Follow the below steps to create the voicemail notification:

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

  1. Add Agents to the Email Account

  2. 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, can 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)

Follow the below steps to create the voicemail call project:

  1. Create a Cally Square Project to Access to Voicemail. See here for the details of the configuration.

  2. Create an Internal Route and add the Cally Square Project as an application in the Actions.