Voicemail Guide

Set Up Your Voicemail

A voicemail box is pre-built into each user's line and all ring groups. You don't have to do anything to set up your voicemail unless you want to customize the greeting and settings. See Manage Voicemail below for various setting options.

Customize your Greeting

Before we get started, let's check a few things:
• Make sure you are set up as a user with a line/extension. Reach out to your system admin if you are not set up yet.
• Make sure your find me follow me settings go to your voicemail if you don't answer.

Record Your Greeting From Your App
1. Log in to your mobile app.
2. Tap your profile picture in the top left.
3. Tap Voicemail.
4. Tap the record button next to the desired greeting type:
• Unavailable — Most common, used by default
• Busy — This can only be used if your line is part of a dial plan
• Temporary — This overrides the other two message types when selected
5. Tap the Record button to start the recording.
6. Tap the Stop button to end the recording.
7. Tap the Save button when you are done.

OR

Record Your Greeting From Your Deskphone
1. Determine what kind of greeting you want to use:
• Unavailable — Most common, used by default
• Busy — This can only be used if your line is part of a dial plan
• Temporary — This overrides the other two message types when selected
2. Press the voicemail button on your phone or dial *98/*99 from your phone to access the voicemail menu.
3. Dial your password (default 0000)
4. Press 0 for Mailbox Options.
5. Record the desired greeting type.
6. Follow the voice prompts to accept, review, or re-record the recording.
7. Hang up.

Please note: If you have a pre-recorded voicemail greeting file that you want to use, reach out to your system admin to have that greeting uploaded to the system and assigned to your line.

Set Your Password
By default, your password is 0000. If you want to change that, follow these steps:

1. Press the voicemail button on your phone or dial *98/*99 to access the voicemail menu.
2. Dial your password (default 0000)
3. Press 0 for Mailbox Options and then press 5 to change the password.
4. Enter your new password of at least four digits and then press #.
5. Re-enter the new password and then press #.

 

Turn on notifications for my voicemail

1. Log in to the desktop or web app.
2. Click your profile picture in the top right and then choose Settings.
3. From Voicemail, check Enable voicemail-to-email notifications and then enter the email address to receive new message notifications.
4. Turn on Email voicemail recordings and then choose the format:
• .wav49 — Smaller file size (default, recommended)
• .wav — Larger file size, better compatibility with mobile devices

 

Set Up Shared Voicemail

Shared voicemails are independent voicemail boxes, separate from the voicemail box on a user’s line or a ring group, that can be created and added to a dial plan or to a personal user’s line if they prefer. They allow for multiple users to access and use the same voicemail box rather than each user having their own separate ones.

Set up a Shared Voicemail box

Create the Shared Voicemail

1. Log in at https://my.jive.com 
2. Click Shared Voicemail Boxes in the left sidebar and then click Add Shared Voicemail Box.
3. The next available number will automatically populate the Extension; change this number as needed.
4. Enter a Name for the shared voicemail box.
5. Click the checkmark icon to save the voicemail box.

Record Your Greeting From Your App

1. Log in to your mobile app.
2. Tap your profile picture in the top left.
3. Tap Voicemail.
4. Tap the record button next to the desired greeting type:
• Unavailable — Most common, used by default
• Busy — This can only be used if your line is part of a dial plan
• Temporary — This overrides the other two message types when selected
5. Tap the Record button to start the recording.
6. Tap the Stop button to end the recording.
7. Tap the Save button when you are done.

OR

Record Your Greeting From Your Desk Phone

1. Determine what kind of greeting you want to use:
• Unavailable — Most common, used by default
• Busy — This can only be used if your line is part of a dial plan
• Temporary — This overrides the other two message types when selected
2. Press the voicemail button on your phone or dial *98/*99 from your phone to access the voicemail menu.
3. Dial your password (default 0000)
4. Press 0 for Mailbox Options.
5. Record the desired greeting type.
6. Follow the voice prompts to accept, review, or re-record the recording.
7. Hang up.

Set Your Password

By default, your password is 0000. If you want to change that, click the Voicemail Access tab in your shared voicemail box.

Customize Your Settings:

From your shared voicemail box, click the General tab to customize the following settings:
• Omit options
• Fax options

From your shared voicemail box, click the Voicemail tab to customize the following settings:
• Timezone
• Message Review
• Escape to operator
• Email notifications
• Privacy settings

 

 

Set up Visual Notifications on a phone

 

A shared voicemail box cannot be assigned to a line key on a phone, eliminating the ability to visually monitor voicemails (blinking line key). However, by creating a standalone line that acts like a shared voicemail box, the line can then be assigned to a device line key. As such, all users that have this line assigned to their device will see the line key light up once a voicemail is received.
1. Log in at https://my.jive.com
2. Click Lines in the left sidebar and then click Add Line.
3. The next available number will automatically populate the Extension; change this number as needed.
4. Enter a Name for the line.
5. Click the checkmark icon and then click the new line to configure its settings.
6. From Dial Plan, set Ring simultaneously to 0 seconds.
7. Verify If no answer, send to is set to Voicemail.
8. From Voicemail, customize the voicemail settings.
9. Click Save.
10. Click Devices in the left sidebar and then choose the phone that needs the shared voicemail added to one of its line keys.
11. From Button Configuration, select Line as the Button Type and then choose the new line you just created.
12. Change the Label to identify the shared voicemail.
13. Click Save.
14. Power cycle the phone to apply the changes.

 

 

Check Voicemail

From my personal desk phone

 

See your phone guide to learn where to find voicemail on your phone.

1. Dial *99 (Watch Video) from your phone or press the Messages key. Depending on the phone model, this button may have an envelope icon on it.
2. If there are multiple lines assigned to the device, select the desired line before completing these steps.
3. Dial your password (default is 0000).

 

From the desktop app

Watch Video
1. Log in to the desktop or web app.
2. Click the voicemail icon in the left sidebar.
3. Hover over a voicemail message for options.

 

From the Mobile App

Watch Video
1. Log in to the mobile app.
2. Tap the phone icon at the bottom.
2. Tap Voicemails.
3. Tap the play icon to listen to a voicemail. Tap a voicemail entry for additional options.

 

Remote Phone

Watch Video
1. Call your office extension.
2. Press * when you hear the voicemail greeting begin.
3. Dial your password (default is 0000).

 

Check another voicemail

Watch Video
1. Dial *98 from your desk phone or softphone app.
2. Enter the extension.
3. Dial your password (default is 0000)

 

Manage Voicemail

Change your password

Desktop & Web App
1. Click your profile picture in the top right and then choose Settings.
2. Click Voicemail in the left sidebar.
3. From Password, click Change password.
4. Enter your new password and then click Update password.

OR

Desk Phone & Mobile App
1. Press the voicemail button on your phone or dial *98/*99 to access the voicemail menu.
2. Dial your password (default 0000).
3. Press 0 for Mailbox Options and then press 5 to change the password.
4. Enter your new password of at least four digits and then press #.
5. Re-enter the new password and then press #.

 

Delete Voicemails

 

Desktop & Web App
1. Click Voicemail in the left sidebar.
2. Hover over a voicemail and then click the trash icon.

Mobile App
1. Tap the phone icon on the bottom.
2. Tap Voicemails.
3. Swipe left on a voicemail and then tap the trash icon.

Desk Phone
1. Dial *99 from your phone or press the Messages key.
Note: Depending on the phone model, this button may have an envelope icon on it.
2. If there are multiple lines assigned to the device, select the desired line before completing these steps.
3. Dial your password (default 0000).
4. Press 1 for new messages or 2 to open a different folder.
5. Once you have found the message you want to delete, press 7.

 

Forward a voicemail to another box

1. Dial *98 or *99 to access the voicemail menu.
2. Press 1 for New Messages.
3. Press 8 for Forward Message.
4. Choose if you want to prepend the message or forward without a prepended message.
5. Hang up.

 

Change your settings

 Log in to the desktop or web app.
2. Click your profile picture in the top right and then choose Settings.
3. Click Voicemail in the left sidebar and then customize the following options:
• Voicemail-to-email notifications Watch Video
• Email voicemail recording format
• Delete messages after emailing voicemail
• Allow message review
• Escape to operator
• Change password

 

Change your Greeting

Change Your Greeting From Your App
1. Log in to your mobile app.
2. Tap your profile picture in the top left.
3. Tap Voicemail.
4. Tap the record button next to the desired greeting type:
• Unavailable — Most common, used by default
• Busy — This can only be used if your line is part of a dial plan
• Temporary — This overrides the other two message types when selected
5. Tap the Record button to start the recording.
6. Tap the Stop button to end the recording.
7. Tap the Save button when you are done.

OR

Change Your Greeting From Your Deskphone
1. Determine what kind of greeting you want to use:
• Unavailable — Most common, used by default
• Busy — This can only be used if your line is part of a dial plan
• Temporary — This overrides the other two message types when selected
2. Press the voicemail button on your phone or dial *98/*99 from your phone or softphone app to access the voicemail menu.
3. Dial your password (default 0000)
4. Press 0 for Mailbox Options.
5. Record the desired greeting type.
6. Follow the voice prompts to accept, review, or re-record the recording.
7. Hang up.

Please note: If you have a pre-recorded voicemail greeting file that you want to use, reach out to your system admin to have that greeting uploaded to the system and assigned to your line.

 

Add a Temporary Greeting for Vacation/Holiday/ETC

Press the voicemail button on your phone or dial *98/*99 from your phone or softphone app to access the voicemail menu.
2. Dial your password (default 0000).
3. Press 0 for Mailbox Options.
4. Press 4 to record a temporary message.
5. Follow the voice prompts to accept, review, or re-record the recording.
6. Hang up.

Please note: If you have a pre-recorded voicemail greeting file that you want to use, reach out to your system admin to have that greeting uploaded to the system and assign to your line

 

Remove a temporary greeting

 

1. Dial *98 or *99 to access the voicemail menu.
2. Dial your password (default 0000).
3. Press 0 for Mailbox Options.
4. Press 4 for Record Temporary Message.
5. Press 2 to Delete Temporary Message.

 

Transfer a call to Voicemail

Desktop & Web App
1. While on an active call, click Transfer.
2. Search for a contact's name, extension, or number.
3. Select the transfer destination and then choose Send to Voicemail.

Mobile App
1. While on an active call, tap Transfer.
2. Search for a contact's name, extension, or number.
3. Select the transfer destination and then choose Send to Voicemail.

Desk Phone
1. Initiate a blind transfer from your phone. If you need help learning how to do this on your phone, check out our phone guides for details.
2. Transfer the call to 0 + extension.