Set up voicemail

Voicemail catches calls your team can’t answer. With a good greeting and email alerts turned on, nobody misses a message, even away from their desk.

Office Managers can set this up for anyone from Users. Each person can also manage their own voicemail from their own settings.

Open voicemail settings

• For someone else: Go to Users, select the person’s name, and open the Voicemail tab.
• For yourself: Select your name at the top right, choose My Account, and open the Voicemail tab.

Turn voicemail on and set a PIN

1. On the Voicemail tab, make sure Enable Voicemail is checked, then select Save.
2. To set the PIN, open the Profile tab and scroll to Change Voicemail PIN.
3. Enter a New PIN of at least 4 digits. It can’t contain the extension number. This is the number you’ll enter on the phone to hear your messages.
4. Select Save.

Tip: Avoid easy PINs. The system already refuses the most common ones, such as 1234, 0000, 1111, 4321, and 9876, but birthdays and the extension number are just as easy to guess. A weak PIN lets anyone listen to your messages.

Record a greeting

Your greeting is what callers hear before they leave a message. You can make one three ways:

• Text-To-Speech — Type the words, then pick a Language and Voice. Select the play button to preview it.
• Upload — Upload an audio file you’ve already recorded, such as a WAV or MP3.
• Record — Enter a phone number in Call me at. The system calls you, and you record the greeting over the phone.

1. In the Greetings section, select the pencil button next to Voicemail Greeting. The Manage Greetings window opens.
2. Enter a Greeting Name, such as “Main greeting.”
3. Choose a Method: Text-To-Speech, Upload, or Record, and fill in the details.
4. Select Save under the form. The greeting appears in the list.
5. To add another, select Add Greeting. When you’re finished, select Done.

You can keep more than one greeting, such as a normal one and a vacation one, and switch between them.

What callers hear

By default, after your greeting callers hear a short prompt: press 1 to try another extension (they’re sent to your main menu), press 2 to leave a message, or just stay on the line to leave one. They can also press 0 to reach a person, but only if you’ve set an Operator Forward extension (see below). If you set one, mention “press 0 for the front desk” in your greeting.

If you’d rather callers go straight to the beep without that prompt, contact Dial Raven support.

Record your name

Your recorded name is used by the dial-by-name directory, so callers hear who they’re reaching. Select the pencil button next to Recorded Name and add it the same way you’d add a greeting.

Send voicemail to email

With email alerts on, each new voicemail arrives in your inbox.

1. Make sure the user has an email address on their Profile tab.
2. On the Voicemail tab, go to the Unified Messaging section.
3. Choose an Email Notification option:
   • None — No emails.
   • Notification only (no link or attachment) — The email just tells you a message arrived. Best for privacy, such as in healthcare.
   • Send w/ hyperlink — The email links to the message so you can listen to it. The link works for 7 days, or until the message is deleted.
   • Send w/ attachment (leave vmail as new) — The recording is attached, and the message stays new in your mailbox.
   • Send w/ attachment (move vmail to saved) — The recording is attached, and the message moves to your saved messages.
   • Send w/ attachment (move vmail to trash) — The recording is attached, and the message moves to the trash.
4. Under Options, you can also check Send email when mailbox is full and Send email after missed call.
5. Select Save.

Heads up: If you choose to move voicemails to trash after emailing, the message won’t wait for you on your desk phone. Only use this if your team works from email.

If your account has voicemail transcription, a Voicemail Transcription setting appears in this section. Transcripts are added to the email, so pick one of the Send w/ attachment options. Transcription is a best guess and can miss words, especially with background noise or strong accents, so play the recording for anything important.

Tip: Want a text message instead of an email? Some people enter their mobile carrier’s email-to-text address (their cell number at the carrier’s email domain). When the portal spots one of these, it asks you to confirm that the person agreed to get texts, and alerts are then delivered as regular text messages. Email alerts or the ConnectUC mobile app are usually the more dependable choice.

Other helpful options

In the Inbox section of the Voicemail tab you’ll also find:

• Sort voicemail inbox by latest first, Announce voicemail received time, and Announce incoming call ID — Control what you hear when you play messages by phone.
• Operator Forward — The extension callers reach if they press 0 while leaving a message.
• Copy to extension(s) — Sends a copy of each new voicemail to other extensions.
• Number of Messages and Clear Messages — See how many messages are stored, or delete them all.

The Data section shows how much of the mailbox’s storage Limit is Used. The limit can be set from 5 MB up to 100 MB. A full mailbox can’t take new messages, so delete old ones from time to time.

Limits to know

• Each message can be up to 5 minutes long. Callers are cut off just before the 5-minute mark.
• Old messages aren’t deleted automatically. You decide what to keep.
• Deleted messages are cleared overnight and can’t be recovered after that.

Common questions

How do I check voicemail from my desk phone?

Press the voicemail or message button on your phone, or dial *62 or 5001, and enter your PIN when asked. From a coworker’s phone, dial 5000, then enter your extension and PIN.

How do I check voicemail from outside the office?

Call your own direct number, or reach your extension through the main menu. When your greeting starts, press * and enter your PIN.

Voicemail emails aren’t arriving. What should I check?

Confirm the email address on the profile, check your spam folder, and make sure email notifications are turned on and saved. If that doesn’t fix it, contact support at support@dialraven.com.

Can a whole team share one voicemail box?

Yes. Create a user just for the shared mailbox, such as “Front desk voicemail” at extension 300, and send calls to its voicemail. See Add a new user or extension.

So the team can see those messages in ConnectUC, an Office Manager can open the Users page, look for the shared voicemail tab, and add the mailbox along with the people allowed to manage it. They’ll then pick the shared box from a list in ConnectUC’s voicemail view. When one person listens to or deletes a message, everyone sees the change. Shared boxes must belong to a user, not a call queue. If you don’t see the tab, contact support.

You can also ask support to add the shared mailbox as an extra line on team members’ desk phones, so its message light shows on each phone. This uses an additional phone on the shared user.

My phone says the mailbox is full, but it’s empty. Why?

This is usually a network issue that stops the phone’s message light from updating. Restart the phone. If it keeps happening, contact support; we can change a setting so your phone gets updates more reliably.

Related articles

• Answering rules: forwarding, simultaneous ring and do not disturb
• Edit a user’s profile, caller ID and directory listing
• After-hours and holiday greetings
• ConnectUC overview