How to Create and Manage Department Voicemail Mailboxes

Overview

Mailbox Settings allow offices to create dedicated voicemail inboxes for different departments or teams.

Each mailbox can have:

• Its own voicemail greeting
• Assigned team members
• A unique mailbox number
• Separate voicemail filtering inside Calls & VM

Common setups include:

• Front Desk
• Billing
• Hygiene
• Insurance
• Emergency / After-Hours

Accessing Mailbox Settings

To access mailbox settings:

1. Open Settings
2. Select Phone Settings
3. Click Mailbox Settings

From here, you can:

• Create mailboxes
• Edit existing mailboxes
• Delete mailboxes
• Manage mailbox members

Creating a New Mailbox

To create a mailbox:

1. Click + New Mailbox
2. Enter a Mailbox Name
3. (Optional) Add a description
4. Assign a Mailbox Number
5. Select a greeting if desired
6. Add mailbox members
7. Click Save

Mailbox Settings Explained

Mailbox Name

The display name used throughout the system.

Examples:

• Billing
• Hygiene
• Emergency
• Front Desk

Description

Optional internal notes to help staff identify the mailbox purpose.

Example:

Billing team voicemail inbox

Mailbox Number

The extension callers can dial to reach the mailbox.

Example:

• 101
• 102
• 103

Greeting

Optional voicemail greeting that plays when callers reach the mailbox.

Examples:

• Billing voicemail greeting
• After-hours greeting
• Hygiene department greeting 

Mailbox Members

Mailbox members are users who can access and manage voicemails for that mailbox.

To assign users:

1. Select users from the Available Users list
2. Move them into the Mailbox Members section
3. Save changes

Viewing Voicemails by Mailbox

Voicemails can be filtered by mailbox inside Calls & VM.

To filter voicemails:

1. Open Calls & VM
2. Select the mailbox dropdown
3. Choose the mailbox you want to view

This allows departments to manage their own voicemail inboxes independently.

Assigning Mailboxes to Desk Phones

Supported hardware phones can assign mailboxes directly to line keys.

To configure:

1. Open Settings → Phone Settings → Hardware Phones
2. Select the phone
3. Assign a mailbox to an available line key
4. Save changes
5. Reboot the phone to apply updates

Best Practices

We recommend creating separate mailboxes for:

• Front Desk
• Billing
• Hygiene
• Insurance
• Emergency / After-Hour 

This helps keep voicemail workflows organized and allows departments to manage their own messages more efficiently.