Here are some of the recommended configurations on how to configure a Voicemail Group:
Option 1: Call Queue
At the GXP Phones
Navigate to Profile >> SIP settings >> Basic Setting >> Subscribe for MWI >> make sure it is YES
At the UCM:
Step 1. Navigate to Call Features >> Voicemail >> Voicemail Groups >> create a Voicemail Group and assign members to the Voicemail Group
Step 2. Navigate to Call Features >> Call Queue>> Voicemail Groups >> create a Call Queue; Configure Max Wait Time and Destination set to Voicemail Group. Choose to configure a small Max Wait Time to ensure a good customer experience.
Step 3. Navigate to Extensions/Trunk >> Inbound Routes, configure Default Destination to Call Queue.
Test scenario:
Incoming call to Call Queue
No agent is available and Max Wait Time reaches
Caller gets a prompt: Ext.xxx is not available, please leave a message after the tone.
VM Group member’s phone will have message indicator, he/she can retrieve voicemail by dialing *98 followed by Ext of VM Group
UCM’s admin can check how many unread voicemails by navigating Voicemail >> Voicemail Group tab >> Message column
Option 2
However, when a voicemail is placed to VM Group, all members will receive a copy of it and have MWI keeps blinking on the phone.
In order to have all members to access 1 mailbox, kindly refer to the steps below:
Step 1. Create a 4-digit dummy extension under Extension/Trunk >> Extension; Navigate to Features tab >> Call Forward Unconditional >> Custom Number >> input *98
(*98 is the feature code to retrieve voicemail of other extension.)
Step 2: Navigate to Call Features >> IVR >> Basic Settings >> Dial Other Extensions >> Check “Extension”
Step 3: Navigate to Call Features >> IVR >> Key Pressing Events >> Select from any digit you prefer >> Select Dummy Extension.
From here, agents are able to access the voicemail messages remotely.
Alternatively, you may configure your extension’s Call Forward Busy to dummy extension.
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