Working with Voicemail

  • Last updated on March 18, 2025 at 3:52 PM

Voicemail mailbox storage is limited to 100Mb. The number of voicemails stored within that limit will vary based on the length and content of the saved or left voicemails.

Accessing Voicemail

The Default Voicemail numbers are:

5000

Internal from any extension on the PBX (User will be prompted for their extension number and password).

5001

Internal from the extension of the User checking Voicemail (the user will only be prompted for a password).

Voicemail PINs

The following PIN numbers are blocked for security reasons, and cannot be used in the Portal.

0000, 1111, 2222, 3333, 4321, 4444, 5555, 6666, 6789, 7777, 8888, 9876, 9999, 1234, 12345, 123456, 4321, 54321, 654321, 98765

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.

Note: Forwarding voicemail through the User Portal is a portal feature and will not trigger the Email Notification of the intended user the voicemail is forwarded to.

Call Flow with Enhanced Voicemail

  1. The caller dials a DID or extension number
  2. The 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 1 is chosen and the domain has an auto-attendant, the caller will be directed to the auto-attendant and can dial another extension or choose the options available while in the AA menu. If the domain does not have an auto-attendant, a default prompt will play.
  5. If option 2 is chosen, the caller hears "Please leave a message after the tone".

Warning: Pressing 0 to reach the Operator extension is not enabled by default. To turn on you will need to set Operator Forward to which extension it will route to.

A custom voicemail greeting that announces the option when pressing "0" should also be uploaded.

Call Flow with Enhanced Voicemail Disabled

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

Voicemail Graphical Options Menu

Click on the image above for a high-resolution image.

Option 4 - Set Call Forwarding

Option 4 of the VM tree allows end users to set forwarding rules on their accounts. However, hackers can exploit this feature to access the management system and manipulate forwarding rules, potentially redirecting calls and incurring high-cost charges.

If you wish to enable the functionality for an existing domain, please open a ticket with the Control Tower.

User Data Limits

Each user can be set to have a maximum data limit by:

  1. Open to the domain under which the user belongs inside the PBX.
  2. Access the Voicemail settings for the user.
  3. In the Data section, choose a Limit for the user in the dropdown showing the options: 5, 10, 25, 50, 100, 250 MB

FAQs: SkySwitch has a default max length of 5 minutes per voice mail message. Each user has a maximum amount of space, as set in the process above, to utilize. No automatic clean-out or deletion is forced, the user has full control.

Note: Deleted voicemail records are removed nightly. Deleted voicemails cannot be recovered after this time.

Setting up a General Voicemail Account

Scenario

Your customer 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
  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  (e.g. 100, 100a and 100b).
  3. Add one of the User 100 devices as an extra line on the main device for each of the other Users (e.g. User 200 will have device 100 as an extra line, User 201 will have device 100a as an extra line, etc.).

See this document for more information

Sending Voicemail Alerts by Email

Email notifications for voicemail can be setup by going to the Voicemail tab of the user in Manage PBX.  In the Unified Messaging section, you can choose one of the notification types listed below:

  1. None
  2. Notification only (no link or attachment)
  3. Send w/ hyperlink
  4. Send w/ attachment (leave as new)
  5. Send w/ attachment (move to saved)
  6. Send w/ attachment (move to trash)

Voicemail to SMS

Effective January 13, 2025, SkySwitch has made changes to send Email to SMS notifications natively as SMS/MMS messages using our own messaging infrastructure. 

  • The solution automatically detects the email domains used by the carrier email to sms gateways and extract the destination phone number from the email address.  
  • As a part of this change a new consent popup is presented when a mobile number is detected in an emails input field in the PBX Portal. 
  • This is a requirement to comply with 10DLC regulations. 

You could potentially utilize a 3rd party SMTP Email service that is not yet blocking these messages, however, they are still against terms of service for the Wireless Providers. Use these at your own risk, and we highly recommend against sending any mission critical messages towards these mobile Gateways.


Voicemail Issues

Voicemail to Email not received

If your customer is not receiving voicemail to email, please see this article for more information.

Voicemail Hyperlink does not work

If you are using the Voicemail Hyperlink and the link opens to an error webpage; it is likely because the Voicemail has already been deleted from the user's mailbox. It is recommended to check the voicemail box to make sure the voicemail is still New or Saved.

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