Overview
Voicemail lets a caller leave a recorded message when an extension is unanswered, busy, or unregistered. As Tenant Admin you enable voicemail per extension, set the mailbox PIN, and (optionally) have new messages emailed to the user as MP3 attachments.
In the Web Portal, navigate to Call Manager → Extensions → [extension] → Voicemail:
https://pbx.fortis-tele.com:8887Enabling Voicemail on an Extension
Step 1 — Open the extension
- Call Manager → Extensions
- Select the extension and click Edit → Options
Step 2 — Configure the mailbox
| Setting | Description |
|---|---|
| Enable Voicemail | Master toggle that turns the mailbox on for this extension |
| Voicemail PIN | Numeric access code (4–8 digits) — example: 1234 |
| Email Notification | Send an email each time a new voicemail arrives |
| Email Address | Recipient address for the notification |
| Attach Voicemail | Attach the recording (MP3) to the notification email |
| Play Date/Time | Announce the date and time of the message before playback (12-hour or 24-hour clock) |
| Prompt Language | Language used for the system voice prompts |
Step 3 — Save
Click Save. The mailbox is active immediately — no extension restart is required.
How Calls Reach Voicemail
A call lands in voicemail in any of these situations:
- The extension does not answer within the configured ring time
- The extension is busy on another call (and call waiting is off)
- The extension is unregistered or otherwise unreachable
- A forwarding rule explicitly routes the call to voicemail
- An IVR option sends the caller to a specific mailbox
- The caller dials the voicemail Feature Access Code (FAC) directly
By default, a voicemail dropped by an unanswered extension is stored in that extension’s own mailbox. If you specify another extension’s mailbox in the call-forward target, the message is stored there instead — useful when one assistant covers several executives.
Reviewing Voicemails as Admin
Tenant Admins can audit any extension’s mailbox without knowing the user’s PIN:
- Reports → Voicemail
- Filter by extension and date range
| Action | Description |
|---|---|
| Listen | Play the message in the browser |
| Download | Save the recording as an MP3 file |
| Delete | Remove the message from the mailbox |
End users access their own mailbox from their phone, the VeloPBX desktop client, or the personal Web Portal — all of which use the same PIN you configured here.
Email Notifications
For email notifications to actually deliver, the tenant must have a working SMTP / Microsoft 365 / Gmail relay configured under Settings → Email Server. If the mail server is misconfigured, the toggle still saves but no email leaves the system. Send a test email from the email-server page after any change.
Tips
- Encourage every user to record a personal greeting from their phone or client — the default system greeting is generic and impersonal.
- Set Attach Voicemail to on for executives so they can review messages from their inbox without dialing in.
- Keep the Voicemail PIN at least 6 digits and rotate it when an employee leaves the company.
Next Step
Last updated: 2026-05-01