---
title: Voicemail Manager V20
description: "# Introduction ***Revolutionize Your Voicemail Management with Our Powerful Web Portal*** Transform your voicemail management with our advanced web portal. Access your voicemails from anywhere, enjoying unparalleled flexibility and eliminating limitations. Our 3CX Voicemail Manager introduces exciting features that enhance…"
url: "https://voiptools.com/docs/voicemail-manager-v20-2/"
updated: "2024-12-02"
category: "Tools - V20"
tags:
  - Voicemail Manager
---

# Voicemail Manager V20

# Introduction

***Revolutionize Your Voicemail Management with Our Powerful Web Portal***

Transform your voicemail management with our advanced web portal. Access your voicemails from anywhere, enjoying unparalleled flexibility and eliminating limitations. Our 3CX Voicemail Manager introduces exciting features that enhance the capabilities of 3CX. Experience the convenience of viewing your voicemails as text through automated transcription and email delivery.

Navigate through our user-friendly web portal, effortlessly searching and filtering your voicemail text using the built-in query manager. Take control by securely archiving your transcriptions in an SQL database and automatically removing old voicemails with a retention policy.

Never miss an important voicemail again with our 'Escalation' feature. Ensure no message goes unheard, keeping you on top of your communication. Simplify collaboration by easily sharing voicemails with your team or designated groups using our 'Distribution' feature, streamlining your communication channels.

Upgrade your voicemail management today and seize full control of your voicemails. Embrace flexibility, convenience, and efficiency with our powerful web portal and enhanced features. Say goodbye to outdated methods and embrace the future of voicemail management. Try it now and revolutionize the way you handle your voicemails!

## What is 3CX Voicemail Manager?

With the 3CX Voicemail Manager, you gain the ability to swiftly distribute voicemails to specific groups. Plus, you can easily escalate unanswered voicemails to designated email addresses through a designated extension group. Experience the efficiency of receiving text transcriptions for your voicemails. Enjoy optimized storage space as you compress and archive your voicemails. Effortlessly filter your voicemails using the built-in query manager, ensuring you find what you need quickly. And with the user-friendly web portal, accessing your voicemails remotely becomes a breeze. Upgrade your voicemail management today and streamline your communication processes.

## Why choose 3CX Voicemail Manager?

| ![](https://voiptools.com/wp-content/uploads/2023/01/web-based-application-4.png) | **WEB-BASED APPLICATION** | Retrieve and manage your voicemails effortlessly with our user-friendly web portal. Access your voicemails from anywhere and streamline your workflow. With our intuitive interface, you can easily search, listen to, forward, delete, and email voicemails. |
| --- | --- | --- |
| ![](https://voiptools.com/wp-content/uploads/2023/01/enhanced-privacy-1.png) | **ENHANCED PRIVACY** | Experience the convenience and privacy of reading your voicemails as transcribed text, automatically delivered to your email. Enjoy the discretion of communicating without listening to voicemails aloud. |
| ![](https://voiptools.com/wp-content/uploads/2023/01/efficient-organization-2.png) | **EFFICIENT ORGANIZATION** | Effortlessly search and filter through the text of your voicemails using our integrated query manager, saving you valuable time and streamlining the process of locating specific messages. |
| ![](https://voiptools.com/wp-content/uploads/2023/01/secured-archieve.png) | **SECURE ARCHIVING** | Store your voicemail transcriptions securely and retrieve them with ease using our reliable SQL database. Enjoy the peace of mind of knowing that your important messages are safely archived and readily accessible whenever you need them |
| ![](https://voiptools.com/wp-content/uploads/2023/01/automatic-deletion-1.png) | **AUTOMATIC DELETION** | Optimize your voicemail inbox and storage space by setting up a retention policy that automatically deletes old voicemails, ensuring a clutter-free environment. |
| ![](https://voiptools.com/wp-content/uploads/2023/01/escalation-layers-2.png) | ESCALATION FEATURES | Experience peace of mind knowing that no critical voicemail will go unheard with our innovative 'Escalation' feature, guaranteeing prompt response times and eliminating communication gaps. |
| ![](https://voiptools.com/wp-content/uploads/2023/01/streamlined-collaboration.png) | **STREAMLINED COLLABORATION** | Foster efficient communication and collaboration within your team by effortlessly distributing voicemails to designated groups using the 'Distribution' feature. |
| ![](https://voiptools.com/wp-content/uploads/2023/01/unmissed-criticall-calls.png) | **UNMISSED CRITICAL MESSAGES** | Ensure uninterrupted communication by staying on top of critical messages with the voicemail escalation feature of the 3CX Voicemail Manager. Even when your staff is unavailable or taking time off, this feature guarantees that important voicemails are promptly addressed. Stay connected and never miss a crucial message again. |

# Prerequisites

**Before you begin with the installation steps mentioned in this guide, you need to ensure that your computer meets the minimum requirements mentioned below for installing 3CX Voicemail Manager:**

| **PREREQUISITE** | **PURPOSE** |
| --- | --- |
| **3CX Version V20** | 3CX Voicemail Manager is designed to work seamlessly with this version for enhanced features and performance. |
| **Windows 10 or above / Windows Server 2016 / 2019 (64-bit) or above** | These operating systems provide the necessary environment for the application to run efficiently. |
| **[IIS Features and Configuration – VoIPTools](https://voiptools.com/docs/iis-features-and-configuration/)** | IIS is needed as a web server to host and manage web-based applications and services. |
| **.NET Framework 4.7.2 (Web Installer)** | This framework provides essential components for running and developing applications. |
| **VoIPTools Universal Updater** | This component is necessary for updates, ensuring the application remains current and functional. |
| **VoIPTools Relay Service** | It is used for proper integration and functionality of the 3CX Voicemail Manager within the 3CX environment. |
| **Microsoft SQL Server 2016 or above (Including the free SQL Express edition)** | 3CX requires Microsoft SQL Server 2016 or later for database management. |
| **Static IP for VoIPTools and 3CX servers** | This is to ensure proper two-way communication, both the 3CX server (Relay) and the VoIPTools server. Dynamically assigned IP addresses are not supported. Additionally, it is recommended to use HTTPS for secure communication, which requires a FQDN for SSL/TLS certificate validation between the VoIPTools server and the Relay. |
| **Port number 5650 opened on your device** | Port 5650 is a specific network port used by 3CX for communication purposes. Opening this port on the device's firewall allows incoming and outgoing traffic to pass through, enabling the 3CX software to send and receive data over the network effectively. |
| **Google Cloud Account** | Integrating Google Cloud's Speech Translate service for voicemail transcription enables automatic transcription of voicemails into text format. |

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE:**
>
>
>
> - Our installers will offer to install Microsoft SQL Server, SQL Management Studio, Microsoft Internet Information Server (IIS), and Microsoft .Net Framework. If you have the installer perform these installs, all the needed settings will be configured automatically.
>
>
>
> - If you choose to install SQL yourself, we recommend you install it in “Mixed Mode” to include SQL Authentication,
>
>
>
> - If you choose to install IIS yourself, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X

# Installation overview

| ![](https://voiptools.com/wp-content/uploads/2023/01/1-2.png) | **DOWNLOAD SOFTWARE** | You can order 3CX Voicemail Manager online at [https://www.voiptools.com](https://voiptools.com/downloads/).  Your order confirmation email will include your license key and a link to download the software. |
| --- | --- | --- |
| ![](https://voiptools.com/wp-content/uploads/2023/01/2.png) | **INSTALL PREREQUISITES** | You must install several prerequisites before installing the 3CX Voicemail Manager. The Advanced Installer identifies and installs these applications automatically. Click **[here](https://voiptools.com/docs/voicemail-manager-v20/#3-toc-title)**to learn about the required prerequisites. |
| ![](https://voiptools.com/wp-content/uploads/2023/01/3.png) | **INSTALL 3CX VOICEMAIL MANAGER** | This User Guide contains step-by-step instructions to successfully install 3CX Voicemail Manager. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named **VoicemailManagerInstaller.exe** |
| ![](https://voiptools.com/wp-content/uploads/2023/01/4.png) | **LOGIN TO THE WEB APPLICATION** | You can now log in to your software using the Extension and PIN. |

# Step By Step Installation Procedure

The following section guides you through a detailed walk-through of the installation process:

## Step 1: Download 3CX Voicemail Manager

Find the software download link in the **Order Confirmation Email**, or you can download the application by following the procedure,

1. Open your browser and go to the **VoIPTools official website** or click ***[here](https://voiptools.com/downloads/)***to get redirected to the website.
2. Search for the**Voicemail Application** and click the **Download**![](https://voiptools.com/wp-content/uploads/2024/01/download-button.png)button to download your application.

## **Step 2:  Install Prerequisites**

Click on the software installer downloaded in Step 1. The installation wizard will automatically identify the prerequisites and assist you with each installation required to 3CX Power Dialer. It includes .NET Framework (Web Installer), SQL Server Express (Web Installer), and SQL Server Management Studio.

1. Click the downloaded installer executable to launch the **Prerequisites Setup Wizard** and click **Next**.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-prerequisite-setup-wizard.png)
Figure 1: Prerequisites Setup Wizard

1. In the **Prerequisites **window, install all the required prerequisites identified by the installer, or select/ unselect the applications based on your requirements and click **Next **to continue.

[![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-select-pre-requisite.png)](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-select-pre-requisite.png)
Figure 2: Select Prerequisites

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> The installer will identify any prerequisites needed. It is recommended that you allow the installer to automatically install and configure the required prerequisites. Once all the prerequisites are installed, you can continue with the tool install.

1. In the **Microsoft SQL Server License Terms **click the **Accept **button to acknowledge the license terms and continue.
   - This page appears if you do not have **SQL Server Express** preinstalled in your device.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-CW-V20-SQL-license.png)
***Figure 4: SQL Server Express: Accept License Terms***

1. View the SQL Server Media target location in the **Media Location** field. If required, you can click the **Browse**button to change the location. Click **Install** to begin the installation of SQL Server Express.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-CW-V20-server-express-target-location.png)
***Figure 5: SQL Server Express: Target Location***

SQL server installation is in progress. This may take several minutes to complete.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-CW-V20-server-installation-in-progress.png)
Figure 6: SQL Server Installation In Progress

1. Click the **Close**button once the prerequisites are installed.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-CW-V20-server-express-installated-successfully.png)
***Figure 7: SQL Server Express: Installed Successfully***

1. Click **Yes **in the **Confirmation Message Box** to reboot the computer.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-reboot-confirmation-message-box.png)
Figure 8: ***Reboot confirmation message box***

## Step 3: Install 3CX Voicemail Manager

1. On the **Welcome** screen, click **Next**to start installing 3CX Voicemail Manager.

![](https://voiptools.com/wp-content/uploads/2024/02/Screenshot-Voicemail-Manager-V20-setup-wizard.png)
Figure 9: Voicemail Manager Setup Wizard

1. On the **Installation Folder** window, the **Folder** field displays the location where the ‘3CX Voicemail Manager’ will be installed.
2. Click **Next **to continue with the installation.

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> You cannot change the installation folder

![](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-VM-Installer-View-Installation-folder.png)
Figure 10: View IInstallation Folder

## Step 4: Test Relay Settings

1. In the **3CX Relay Services** window, in the **Relay Host** field, enter *the FQDN of your 3CX server.*

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE:**
>
>
>
> Do not include **https://** to the Relay host data.

1. Enter*880*1 in the **Relay Port** field.
2. Enter the *public key*you copied from **VoIPTools Relay services**in the **Public Key**text area.

![](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-VM-Installer-Relay-Settings.png)
Figure 11: Windows Installer: Relay Settings

1. Click the **Test Relay Settings**to confirm 3CX Voicemail Manager can communicate with the Relay services running on the 3CX server.
2. If the 3CX Voicemail Manager is successfully able to communicate with the Relay services that run on the 3CX server, a **Success** message box appears. Click **OK**. If the test fails, you will not be able to continue until communication with the relay is established.
3. Click **Next** to continue with the installation.

![](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-Power-Dialer-Test-Relay-Success.png)
******Figure****** ***12: Test Relay Success***

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE:**
>
>
>
> - You must set the Relay Port to 8801.
> - *If the Relay test fails, you cannot continue the installation until you establish communication with the Relay.* If the test was unsuccessful:
>   - Confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.
>   - Confirm that you have entered the correct FQDN for the 3CX server.
>   - Confirm that the 3CX Power Dialer and Relay use the same port and protocol.

## Step 5: Configure the database

When configuring the 3CX Voicemail Manager, select an existing Microsoft SQL Server instance in your environment.  The database server can be a **[remote SQL Server](https://voiptools.com/docs/configure-sql-server-for-remote-access-over-internet/)**, or a local instance running on the VoIPTools server.

You can set up the SQL database using SQL Authentication or Windows Integrated Authentication.

### SQL Authentication

1. Enter *your server name* in the **Server** field.
   -  If using the free ***SQL Express Edition***, the default SQL Instance name is ***SQLExpress***.

![](https://voiptools.com/wp-content/uploads/2024/02/Screenshot-Voicemail-Manager-V20-server-field.png)
Figure 13: Configure Database - Server Field

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE:**
>
>
>
> - If you want to use ‘SQL Authentication’, then install SQL Server in ‘Mixed‘ mode.
> - If SQL Server is installed on a server other than the server where 3CX Exporter is installed, you will need to configure SQL Server to allow remote connections.

1. Enter *your credentials* in the**Username** and**Password** fields.

![](https://voiptools.com/wp-content/uploads/2024/02/Screenshot-Voicemail-Manager-V20-database-credentials.png)
Figure 14: Configure Database - Database Credentials

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE:**
>
>
>
> Make sure that you select a SQL Login that has sufficient permissions to alter the database and create SQL objects.

1. Select or enter the *3CX Emergency Notifier*in the **Database** dropdown.

![](https://voiptools.com/wp-content/uploads/2024/02/Screenshot-Voicemail-Manager-V20-database-dropdown.png)
Figure 15: Configure Database - Database Dropdown

1. In the **Test SQL Connections** section, click the **Tool**button to test the connection and click **OK**in the **Test Results**popup box.

![](https://voiptools.com/wp-content/uploads/2024/02/Screenshot-Voicemail-Manager-V20-tool-connection-success.png)
***Figure 16: Test SQL Connection***

### Windows Integrated Authentication

1. To use **Windows Integrated Authentication** check the **Trusted Connection (Windows integrated authentication)** checkbox.
   -  The VoIPTools installer will create a local Windows user name as “VoIPToys” and give you sufficient rights to this user to create/update the SQL database.

![](https://voiptools.com/wp-content/uploads/2024/02/Screenshot-Voicemail-Manager-V20-trusted-connection.png)
Figure 17: Trusted Connection Checkbox

1. In the **Test SQL Connection** section, click the **Tool**button to test the connection.
2. Click the **Next**button which gets enabled when the database connection is successful.

![](https://voiptools.com/wp-content/uploads/2024/02/Screenshot-Voicemail-Manager-V20-trusted-connection-success-popup.png)
Figure 18: Trusted Connection Test Results Message Box

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon.png) **NOTE**:
>
>
>
> We encourage you to use SQL Authentication rather than Windows authentication.  Many of our tools leverage a Call Flow Designer (CFD) application running on the 3CX.  Frequently our CFD applications require access to a SQL database.  If the 3CX server and the database server are not in an Active Directory domain, Windows authentication will fail.  To use SQL authentication, your SQL Server must be configured to run in “Mixed Mode”.  If you installed SQL Server with one of our tools, we configure SQL in “Mixed Mode”.

## Step 6: Installing 3CX Voicemail Manager

1. On **the Ready to Install**screen, press **Install** to install 3CX Voicemail Manager

![](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-VM-Installer-Ready-to-Install.png)
Figure 19: Windows Installer: Ready to Install

The 3CX Voicemail Manager installation is in process. This may take several minutes to complete.

![](https://voiptools.com/wp-content/uploads/2023/03/Screenshot-VM-Installer-Installing.png)
Figure 20: Windows Installer: Installing

1. Click **Finish**to complete the installation .

![](https://voiptools.com/wp-content/uploads/2024/02/Screenshot-Voicemail-Manager-V20-installation-complete.png)
Figure 21: Windows Installer: Finished

## Step 7: Login to the Web Application

Follow the procedure to log in to your software,

1. Double-click **3CX Voicemail Manager** icon on your desktop to open the web application.
2. In the **Login**page, do the following
   - In the **Extension **field, enter *your 3CX extension number*.
   - In the **PIN **field, enter *your 3CX voicemail PIN*.
   - Click t**he Login **button to log in to your account.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-login-page.png)
Figure 22: Login Page

### Manager View

As a manager, you can access all the menu items of Voicemail Manager. You can also view the voicemails of the members of your department.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-voicemail-manager-view-edited-1024x470.png)
Figure: Voicemail Menu - Manager View

### Agent View

As an agent, you can access all the menus of Voicemail Manager. You can only view your voicemails.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-voicemail-agent-view-edited-1024x250.png)
Figure: Voicemail Menu - Agent View

# Getting Started with Voicemail Manager Web Application

This section provides a comprehensive overview of the web application, detailing its main features, layout, and functionality. It includes a description of each available menu item, helping you navigate the application efficiently and understand the tools and options at your disposal.

## Overview of the Web Application

![](https://voiptools.com/wp-content/uploads/2024/11/overview-2.png)
Figure: Web Application Overview

| ![](https://voiptools.com/wp-content/uploads/2024/09/number-one.png) | **Left Side Panel** | It consists of all the menu items of the web application. |
| --- | --- | --- |
| ![](https://voiptools.com/wp-content/uploads/2024/09/number-two.png) | **Left Side Panel View Options** | You can either expand or minimize the menu items. |
| ![](https://voiptools.com/wp-content/uploads/2024/09/number-three.png) | **Web Application Logo** | This is the default logo. You can customize the logo in the Settings menu. |
| ![](https://voiptools.com/wp-content/uploads/2024/09/number-four.png) | **Web Application Title** | This is the default title. You can customize the title in the Settings menu |
| ![](https://voiptools.com/wp-content/uploads/2024/09/number-five.png) | **User Details** | You can view the details of the user. It includes the extension number and the username. |
| ![](https://voiptools.com/wp-content/uploads/2024/09/number-six.png) | **Logout Icon** | Click the logout icon to log out from the web application. |
| ![](https://voiptools.com/wp-content/uploads/2024/09/number-seven.png) | **Restart Icon** | Click the Restart icon to restart the web application. |
| ![](https://voiptools.com/wp-content/uploads/2024/09/number-eight.png) | **Support Resources Icon** | Click the Support Resources icon to open the Support Resources popup. |

### Left Side Panel - View Options

The Left Side Panel consists of all the menus of the web application. You can minimize the Left Side Panel to enlarge your main content.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-compact-view.png)
Figure: Compact view

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-expanded-view.png)
Figure: Expanded view

### Support Resources Popup

This popup provides you with essential support resources for the 3CX Voicemail Manager. It includes the version number (20.0.2), contact email, live chat link, and phone number. This information ensures you can access technical support and assistance whenever needed.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-support-resources-page.png)
Figure: Support Resources Page

## A Brief about Voicemail Manager Menu Items

| ![](https://voiptools.com/wp-content/uploads/2024/11/1.-voicemail-logo.png) | **Voicemail menu** | The **Voicemail** menu enables you to manage, listen, forward, email, transcribe, and verify voicemail recordings for streamlined communication. |
| --- | --- | --- |
| ![](https://voiptools.com/wp-content/uploads/2024/11/2.-group-voicemail-menu.png) | **Group Voicemail menu** | The **Group Voicemail** menu enables shared voicemail boxes, distributing messages and updating status across designated group extensions. |
| ![](https://voiptools.com/wp-content/uploads/2024/11/3.-escalation-menu.png) | **Escalation menu** | The **Escalation** feature forwards unheard voicemails to designated emails, ensuring critical messages are addressed promptly, even during unavailability. |
| ![](https://voiptools.com/wp-content/uploads/2024/11/4.-reports-menu.png) | **Reports menu** | The **Reports** menu lets you view, organize, and export voicemail activity, ensuring efficient data management and streamlined analysis. |
| ![](https://voiptools.com/wp-content/uploads/2024/11/5.-settings-menu.png) | **Settings menu** | The **Settings Menu** streamlines voicemail management with access controls, email integration, retention policies, AI features, and customization tools. |

## Settings Menu

The **Settings Menu** in 3CX Voicemail Manager centralizes configuration options to enhance system efficiency and customization. It includes settings for voicemail access, permissions, and data import to ensure secure and streamlined management. Features like email integration, retention policies, and voicemail escalation improve communication and optimize storage. Open AI and branding options provide advanced transcription, analysis, and application personalization. With web portal customization and authentication controls, the menu offers comprehensive tools for tailored and efficient system management.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-overview-1024x971.png)
Figure: Settings Menu - Overview

| ![](https://voiptools.com/wp-content/uploads/2024/11/1.-voicemail-access-and-permissions-icon.png) | **Voicemail Access and Permissions settings** | The **Voicemail Access and Permission Settings** ensure secure voicemail access by assigning permissions based on departmental roles and responsibilities. |
| --- | --- | --- |
| ![](https://voiptools.com/wp-content/uploads/2024/11/2.-import-voicemails-data-icon.png) | **Import Voicemails Data settings** | The **Import Voicemails Data** settings allow seamless integration of older voicemails into the system for centralized management and archiving. |
| ![](https://voiptools.com/wp-content/uploads/2024/11/3.-email-icon.png) | **Email settings** | The **Email Settings** enable automated voicemail notifications and transcripts via email, ensuring timely communication through email server integration. |
| ![](https://voiptools.com/wp-content/uploads/2024/11/4.-retention-icon.png) | **Retention settings** | The **Retention Settings** optimize disk space and storage by automating voicemail deletion, email cleanup, and archiving in compressed formats. |
| ![](https://voiptools.com/wp-content/uploads/2024/11/5.-open-AI-icon.png) | **Open AI settings** | The **Open AI Settings** enable API integration, transcription management, and prompt customization for efficient transcription analysis and agent evaluation. |
| ![](https://voiptools.com/wp-content/uploads/2024/11/6.-voicemail-escalation-icon.png) | **Voicemail Escalation settings** | The **Voicemail Escalation Settings** escalate unheard voicemails to emails and support group distribution, ensuring timely responses and communication. |
| ![](https://voiptools.com/wp-content/uploads/2024/11/7.-web-portal-icon.png) | **Web Portal settings** | The **Web Portal Settings** enable efficient voicemail management, time zone customization, display culture preferences, and secure authentication options. |
| ![](https://voiptools.com/wp-content/uploads/2024/11/8.-custom-branding-icon.png) | **Custom Branding settings** | The **Custom Branding Settings** allow you to personalize your application's appearance, including titles, logos, and color schemes, ensuring brand alignment. |

### Voicemail Access and Permission Settings

The **Voicemail**Access and Permission settings simplifies access to voicemail recordings by restricting permissions based on departmental roles. Department managers can access their own recordings as well as those of their team members, while users with the "User" role can only access their personal recordings.

#### Assign Manager Rights for an Extension

This section guides you to assign managerial rights to an extension for the departments where the extension is present.

**Before you Start:**Navigate to the **Voicemail Access and Permission Settings** under the **Settings**menu.

1. Click to expand the **Manage Department Extensions** section.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-expand-the-section-1024x330.png)
Figure: Management Department Extensions Section

1. Select the department from the **Select Department**dropdown.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-select-department-1024x504.png)
Figure: Select Department Dropdown

1. Select the extensions from the **Voicemail Managers** list.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-3.-select-extension-1024x512.png)
Figure: Manage Department Extensions - Voicemail Managers List

**Result:** The selected extensions get assigned as managers of their respective departments.

#### Permit Managers to Export Voicemail

This section guides you give access to the managers of the departments to view the voicemails of their department members.

**Before you Start:** Navigate to the **Voicemail Access and Permission Settings** under the **Settings**menu.

1. Click to expand the **Manager Rights Management** section.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-expand-the-section-1-1024x330.png)
Figure: Manager Rights Management Section

1. Select the **Allow Managers to Access Department Members Voicemails**box.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-select-the-box-1024x480.png)
Figure: Manager Rights Management Section

**Results:** The managers can now access the voicemails of their department members.

### Import Voicemail Data Settings

The **Import Voicemails** **Data**settings lets you add pre-existing voicemails to the system’s SQL database and archive them if the archive option is enabled in the **Retention**settings. It facilitates seamless integration of older voicemails into the web portal for centralized management.

**Before you Start:** Navigate to the **Import Voicemail Data Settings**under the **Settings**menu.

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon-6.png)**NOTE:**
>
>
>
> If you have a large number of existing voicemails, import after the normal business hours. Processing a large number of voicemails may impact the performance of 3CX.

- Click the **Import** button to add the pre-existing voicemails to SQL and archive.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-import-button-1024x387.png)
Figure: Import Voicemails From SQL - Import Button

**Results:** Pre-existing voicemails is now added to the SQL and archived.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-success-button-1024x385.png)
Figure: Voicemail Import Success - Popup

### Email Settings

The **Email Settings** feature allows you to configure the system to email voicemail notifications, including optional text transcripts, to designated recipients. It enables integration with an email server for automated delivery of voicemail details, ensuring timely and efficient communication for users managing their voicemail messages.

#### Auto Email the Voicemail Notifications

This section guides you to mail your voicemails, along with a text transcript automatically.

**Before you Start:** Navigate to the **Email Settings**under the **Settings**menu.

1. Check the **Email Voicemail Transcript** check box.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-enable-email-feature-1024x903.png)
Figure: Enable Auto Email Feature Box

1. In the **Email Server** field, enter *the IP address or ‘Fully Qualified Domain Name (FQDN) of your email server.*
2. In the **Port **field, enter *the port number.*
   - The default value is 25.
   - For Gmail/ Google Apps use port 587
3. In the **Email From** field, enter*the email address to use as the “from” email address.*
   - Note that your SMTP server may require a valid email address be used.
   - For example no-reply@mydomain.com
4. In the **Email Subject** field, enter*the email subject.*
   - The default subject is “New Voicemail from [CALLERID], [DATE], [TIME]”.
   - You can include any of the 3 available replaceable variables [CALLERID],[DATE] or [TIME]. Placing these exact string variables in the subject line will cause the variables to be replaced with the current caller information.
5. In the **Alt Email** field, enter*an email address* (example: user@mydomain.com) if you want all voicemails sent to a single email address. To only have emails sent to the owner of the voicemail, leave this field blank.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-email-details-1024x894.png)
Figure: Test Mail Details

1. Check **Requires Authentication** check box if your mail server requires authentication to relay emails.
2. Enter credentials in the **User ID** and **Password **fields.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-3.-requires-authentication-1024x803.png)
Figure: Reqiures Authentication Section

1. Select the **Requires TLS**box if your mail server requires Transport Layer Security (TLS) to relay email. Gmail, Google Apps, and Microsoft 365 require a secure connection.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-4.-requires-tls-1024x800.png)
Figure: Requires TLS Box

1. Click the **Test **button to confirm whether 3CX Voicemail Manager can send emails.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-5.-test-button-1024x800.png)
Figure: Test Button

1. In the **Email Test** popup,
   1. Enter a sender email in the **Email From** field.
   2. Enter a receiver email in the **Email To**field.
   3. Click the **Send**button.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-6.-email-test-popup.png)
Figure: Email Test Popup

**Results:** A success popup indicates that you have successfully configured auto email of the voicemails.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-7.-success-popup.png)
Figure: Email Server Coneection Success Popup

#### Convert Voicemails to MP3 Files

The **Voicemail to Email** feature converts voicemails to a smaller .MP3 format and emails them, enabling efficient storage, quick access, and seamless communication for users.

**Before you Start:** Navigate to the **Email Settings**under the **Settings**menu and have setup auto email of your voicemail notifications.

- Select the Attach Voicemail Using MP3 Format.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-voicemail-attach-box-1024x805.png)
Figure: Convert Voicemails to MP3

**Results:** Voicemails audio files is now converted to .MP3 file and gets attached in the voicemail notification email.

### Retention Settings

The **Retention Settings** feature manages the automatic deletion, conversion, and archiving of voicemails to optimize disk space usage and streamline voicemail storage. It thus, helps you conserve disk space by automatically deleting old voicemails or voicemails sent via email. It enables archiving voicemails in compressed .MP3 format at a specified location, ensuring efficient storage and long-term accessibility. These settings enhance system performance, prevent storage overflow, and provide flexibility in managing voicemail retention policies.

#### Delete Policy

The **Delete Policy** section allows you to manage voicemail storage by automatically deleting old voicemails or voicemails sent via email. It ensures efficient use of disk space and helps maintain organized voicemail records. You can also delete associated database records to remove voicemail history from the web portal.

##### Delete Voicemail After Sending Email

This section guides you to delete voicemails automatically after sending an email.

> ![](https://voiptools.com/wp-content/uploads/2023/01/caution.png) '**Warning**
>
>
>
> **Exercise caution when selecting this option, as there is no assurance that the email will bypass spam filters or comply with the maximum attachment size limits set by the receiving mail server.**

**Before you Start:** Navigate to the **Retention Settings**under the **Settings**menu.

1. Click to expand the **Delete Policy** section.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-expand-section-1024x281.png)
Figure: Delete Policy Section

1. Select the **Delete Voicemail After Sending Email** box.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-box-selected-1-1024x436.png)
Figure: Auto Delete Voicemail - After Sending Email

**Results:** The voicemails will not get deleted when the voicemail is sent as an attachment in the email.

##### Delete Voicemail Older than Particular Date

This section guides you to configure the system to automatically delete voicemails after they reach a specified age.

**Before you Start:** Navigate to the **Retention Settings**under the **Settings**menu.

1. Click to expand the **Delete Policy** section.
2. Select the **Delete Voicemail If Older Than** box.
3. Enter *the number of days*in the **Days **field.
4. Select the time in the **Delete At**field.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-delete-older-voicemails-1024x464.png)
Figure: Schedule Delete Voicemail

**Results:** Voicemails older than the specified number of days will be deleted, based on the comparison between the current date and the voicemail creation date. This setting applies to all voicemails across all extensions.

##### Delete Voicemails from SQL Database

This section guides you to configure the system to automatically delete voicemails from the SQL server with the current delete policy settings.

**Before you Start:** Navigate to the **Retention Settings**under the **Settings**menu and configured the **Delete Policy**settings.

1. Click to expand the **Delete Policy** section.
2. Select the **Remove Voicemails from SQL based on Deletion settings** box.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-delete-from-sql-1024x461.png)
Figure: Delete Voicemails From SQL

**Results:** The deleted voicemails also get deleted from SQL. Deleting the records from SQL will remove any history for the voicemails in the web portal.

#### Archive Policy

The **Archive Policy** allows you to create compressed .MP3 copies of voicemails and store them in a specified location, independent of the **Delete Policy**. This ensures secure storage of voicemails while maintaining efficient disk space usage. Archived voicemails remain accessible and unaffected by automatic deletion settings.

This section guides you to configure the system to automatically archive voicemails to a specific location.

**Before you Start:** Navigate to the **Retention Settings**under the **Settings**menu.

1. Click to expand the **Archive Policy** section.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-expand-section-1-1024x281.png)
Figure: Archive Policy Section

1. Check the **Archive Path**box to enable the archive policy.
2. In the **Archive Path** field, enter *the path to store all the archived voicemails.*

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-archive-policy-1024x416.png)
Figure: Archive Policy

**Results:** Archived voicemails get saved in .MP3 format in the specified path location and are NOT affected by the Delete Policy.

### Open AI Settings

The **Open AI Settings** serve to configure the API connection, manage call transcription preferences, and define specific AI prompts that guide the system in analyzing and scoring transcriptions. The ultimate goal is to enable intelligent analysis and automation of call transcription data, improving both operational efficiency and agent performance assessment.

#### Manage Open AI Account Settings

This section guides you to configure the OpenAI API integration for transcription and analysis tasks.

**Before you Start:**Make sure you have navigated to the **Open AI settings** under the **Settings**menu and have valid Open AI credentials.

1. Click to expand the **AI Configuration**section.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-expand-section-2-1024x417.png)
Figure: AI Configuration Section

1. Enter *your AI model*in the **Open AI API Model**field.
2. Enter *the URL endpoint for the Open AI API*in the **API Base Address**field.
3. Enter *the unique key for authentication requests to the Open AI API***in the API Key**field.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-ai-credentials-1024x519.png)
Figure: Open API AI Credetials

1. Click the **Test**button.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-3.-test-button-1024x519.png)
Figure: Open AI API Credentials Test Button

**Results**: Your Open AI credentials is validated, and you get a success popup when the validation is successful.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-4.-test-successful-popup-1024x404.png)
Figure: Open AI API Success Message

#### Manager AI User Transcription Settings

The **AI Transcription Analysis User Settings** lets you manage call transcription preferences for individual or multiple extensions. They allow toggling transcription, applying settings across all extensions, and saving or canceling changes. These settings provide flexibility and control over how and when call transcriptions are performed and updated in the system.

This section guides you to manage call transcription preferences for individual or multiple extensions.

**Before you Start:**Make sure you have navigated to the **Open AI settings** under the **Settings**menu and have connected with the Open AI API.

1. Click to expand the **AI Transcription Analysis User Settings** section.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-expand-section-3-1024x436.png)
Figure: AI Transcription Section

1. Select the extensions to whom you want to enable the feature.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-select-extensions-1024x467.png)
Figure: AI Transcription - Extensions List

1. Click the **Save All**button.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-4.-save-success-popup-1024x453.png)
Figure: AI Transcription Analysis - Save Success Popup

**Results:** The AI now does the transcription analysis for the selected extensions.

#### Open AI Prompt Settings

The **Open AI Prompt Settings** let you manage prompts that guide AI analysis of call transcriptions. You can create prompts to extract key details, summarize conversations, or evaluate agent performance. By categorizing prompts, you ensure accurate AI responses tailored for recording analysis or agent scoring, aligning outputs with your specific needs.

##### Add a New Prompt

This section guides you to add a new AI prompt to use in the voicemails.

**Before you Start:**Make sure you have navigated to the **Open AI settings** under the **Settings**menu and have connected with the Open AI API.

1. Click to expand the **Open AI Prompts Settings** section.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-expand-section-4-1024x440.png)

1. Click the **New**button.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-new-button-1024x454.png)
Figure: Add New Prompt - Add Button

1. Enter *a name for the prompt*in the **Prompt Label**field.
2. Enter the AI prompt in the **AI Prompt Text** field.
3. Select a icon for the prompt in the **Prompt Icon** dropdown.
   - Read further sections to learn how to upload a prompt icon.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-3.-details-1024x394.png)
Figure: Prompt Details

1. Click the **Save**button.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-4.-save-button-1024x392.png)
Figure: Prompt Save Success Popup

**Results:** The new AI prompt is now added to the Open AI Prompts Settings.

##### Activate or Deactivate a Prompt

This section guides you to activate or deactivate an AI prompt.

**Before you Start:**Make sure you have navigated to the **Open AI settings** under the **Settings**menu, have connected with the Open AI API and have pre-existing AI prompts.

1. Click to expand the **Open AI Prompts Settings**section.
2. Select the **Active**box of desired prompts.
3. Click the **Save**button.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-activate-prompt-1024x444.png)
Figure: Open AI Prompts Settings - Activate Dropdown

**Results:** The selected prompts get activated in Voicemail menu.

##### Add Icons to Prompt

This section guides you to add icons to AI prompts.

**Before you Start:**Make sure you have navigated to the **Open AI settings** under the **Settings**menu, have connected with the Open AI API and have pre-existing AI prompts.

1. Click to expand the **Open AI Prompts Settings**section.
2. Click the **Browse**button and select desired icon from your device.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-icon-browsed-1024x458.png)
Figure: Upload Icon - Browse Button

1. Select the prompt icon from **Prompt Icon**dropdown.
2. Click the **Save**button.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-icon-dropdown-1024x455.png)
Figure: Prompt Icon Dropdown

**Results:** The prompt icon gets added to the desired prompt text.

##### Delete an existing Prompt

This section guides you to delete existing AI prompts.

**Before you Start:**Make sure you have navigated to the **Open AI settings** under the **Settings**menu, have connected with the Open AI API and have pre-existing AI prompts.

1. Click to expand the **Open AI Prompts Settings**section.
2. Click the **Delete**![](https://voiptools.com/wp-content/uploads/2024/11/delete-icon-1.png) button.
3. Click the **Save**button.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-delete-prompt-1024x440.png)
Figure: Delete Existing Prompt - Delete Icon

**Results:** The prompt icon gets deleted from the web application.

### Voicemail Escalation Settings

The **Voicemail Escalation Settings** ensure critical voicemails are addressed promptly by escalating unheard messages to designated email addresses. This feature monitors voicemail delays, prevents important messages from being overlooked, and supports group voicemail functionality by distributing voicemails to specified members, ensuring efficient communication and timely responses.

#### Set Waiting Period Before Processing New Voicemail

This section guides you to set waiting period in seconds before processing a new voicemail.

**Before you Start:**Make sure you have navigated to the **Voicemail Escalation**settings under the **Settings**menu.

1. Click to expand the **Voicemail Escalation** section.
2. Set the *delay period*in the **Escalation Delay**field.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-voicemail-escalation-1-1024x269.png)
Figure: Voicemail Escalation Field

**Results:** Voicemail Manager waits for the set time before processing a new voicemail. This delay ensures the system has enough time to fully write and release the voicemail file to disk before attaching it to an escalation email.

### Web Portal Settings

The **Web Portal Settings** in the 3CX Voicemail Manager provide tools for managing voicemails efficiently. Users can search, listen to, download, email, forward, and delete voicemails via a query manager. These settings also allow customization of time zones and display cultures for accurate date/time and transcription language preferences. Additionally, authentication options enable users to select their preferred credential type (voicemail PIN, web client password, or phone authentication password) for secure and convenient access to the portal.

#### Set Time Zone for Web Application

This section guides you to set the default time zone for the web application.

**Before you Start:**Make sure you have navigated to the **Web Portal**settings under the **Settings**menu.

1. Click to expand the **Web Portal**settings.
2. Select the desired time zone in the **Default Time Zone**dropdown.

[![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-time-zone-dropdown-1024x452.png)](https://voiptools.com/docs/voicemail-manager-v20-2/screenshot-vm-v20-time-zone-dropdown/)
Figure: Default Time Zone Dropdown

**Results:** The selected time zone gets reflected in all the menus of the web application.

#### Set Display Culture for Web Application

This section guides you to set the default display culture for the web application.

**Before you Start:**Make sure you have navigated to the **Web Portal**settings under the **Settings**menu.

1. Click to expand the **Web Portal**settings.
2. Select the desired language culture in the **Display Culture**dropdown.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-cultur-dropdown-1024x440.png)
Figure: Display Culture Dropdown

**Results:** The selected display culture gets reflected in all the menus of the web application.

#### Set Authentication Method

This section guides you to set the authentication type for the web application.

**Before you Start:**Make sure you have navigated to the **Web Portal**settings under the **Settings**menu.

1. Click to expand the **Web Portal**settings.
2. Select the desired authentication type in the **Web Portal Password**section.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-web-portal-password-1024x363.png)
Figure: Authentication Method

**Results:** The selected time zone gets reflected in all the menus of the web application.

### Custom Branding Settings

The **Custom Branding Settings** lets you customize the visual appearance of your application to align with your organization’s branding. You can specify a header title, upload a custom logo, and configure header gradient and grid background colors using intuitive tools. These options allow you to create a professional and cohesive design.

#### Customize Header Colour

This section guides you to change the header gradient top and bottom colors.

Before you start, make sure you have logged into the application with the manager rights and navigated to the Site Settings screen, in the Settings menu dropdown.

1. In the **Header Gradient Color **section, select the **Top Color** from the palette
2. Select the **Bottom Color **from the palette.
3. Click the **Apply **![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg) button to save your changes.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-header-colour-1024x471.png)
Figure: Header Gradient Color - Color Picker

**Results**: You have customized the header gradient color of the application.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-header-colour-output-1024x293.png)
Figure: Custom Branding - Header Gradient Color Output

#### Customize Grid Colour

This section guides you to change the grid color of the web application.

Before you start, make sure you have logged into the application with the manager rights and navigated to the Site Settings screen, in the Settings menu dropdown.

1. Select the grid color from the **Grid Color** palette.
2. Click the **Apply **![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg) button to save your changes.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-grid-colour-1024x454.png)
Figure: Grid Color - Color Picker

**Results:** You have customized the grid color of the application.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-grid-colour-output-1024x270.png)
Figure: Custom Branding - Grid Color

#### Customize Website Logo

This section guides you to upload or update custom logo to the web application.

Before you start, make sure you have logged into the application with the manager rights and navigated to the Site Settings screen, in the Settings menu dropdown.

1. Click the **Browse **button and browse the desired logo in your device.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-browse-logo-1024x575.png)
Figure: Upload File Button

1. Select the uploaded logo in the **Custom Logo** dropdown.
2. Click **Apply **![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg) to save your changes.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-logo-dropdown-1024x570.png)
Figure: Select Logo Dropdown

**Results**: Your logo gets updated to the website.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-3.-custom-logo-output-1024x272.png)
Figure: Custom Branding - Custom Logo Output

#### Customize Header Title Prefix

This section guides you to change the prefix of the title header.

Before you start, make sure you have logged into the application with the manager rights and navigated to the Site Settings screen, in the Settings menu dropdown.

1. Enter the *title prefix* in the **Header Title **field.
2. Click the **Apply **![](https://voiptools.com/wp-content/uploads/2023/03/save.jpg) button to save your changes.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-header-title-1024x572.png)
Figure: Header Title Field

**Results:** You have changed the prefix of the title header.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-Picture1-1024x274.png)
Figure: Custom Branding - Header Title Prefix

## Voicemail Menu

The Voicemail menu allows you to efficiently manage voicemail recordings within your organization. You can view, listen to, email, download, forward, or delete voicemails. The menu also enables transcription using AI, retrieval of deleted voicemails, and identification of tampered recordings for ensuring authenticity. With its user-friendly interface and advanced management features, the Voicemail menu streamlines communication by providing quick access to voicemail details, ensuring you maintain seamless connectivity and operational efficiency.

### Voicemail Menu - Column Definitions

| Column Name | Definition / Purpose |
| --- | --- |
| **Ext** | Extension number of the agent who made the call. |
| **Caller Name** | The name of the person who left the voicemail. |
| **Caller** | The phone number of the person who left the voicemail. |
| **Duration** | Length of the voicemail in *HH:MM:SS* format. |
| **Created** | The date and time when the voicemail was created in *YYYY/MM/DD HH:MM:SS* format |
| **Notified** | The date and time when the voicemail was notified to the agent in *YYYY/MM/DD HH:MM:SS* format |
| **Heard** | The date and time when the voicemail was heard by the agent in *YYYY/MM/DD HH:MM:SS* format |
| **Deleted** | The date and time when the voicemail was deleted by the agent in *YYYY/MM/DD HH:MM:SS* format |

### View and Listen to a Voicemail

This section guides you to view and listed to the voicemail audio files.

**Before you Start:** Make sure you have navigated to the **Voicemail**![](https://voiptools.com/wp-content/uploads/2024/11/1.-voicemail-logo-1.png) menu and have manager rights if you want to view the voicemails of agents of your department.

1. Click the **View**![](https://voiptools.com/wp-content/uploads/2024/11/edit-icon.png)icon of the desired voicemail to open **Voicemail Details**popup.
2. Click the **Play**section in the left side panel.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-play-section.png)
Figure: Play Section

**Results**: You can now play the **Voicemail Audio**or the**Archive Audio** using the inbuilt audio player.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-play-using-player.png)
Figure: Play Voicemail

### Email Voicemail Recordings

his section guides you to email the voicemail audio files.

**Before you Start:** Make sure you have navigated to the **Voicemail**![](https://voiptools.com/wp-content/uploads/2024/11/1.-voicemail-logo-1.png) menu and have manager rights if you want to email the voicemails of agents of your department.

1. Click the **View**![](https://voiptools.com/wp-content/uploads/2024/11/edit-icon.png)icon of the desired voicemail to open **Voicemail Details**popup.
2. Click the **Play**section in the left side panel.
3. Click the **Email Voicemail**button.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-email-button.png)
Figure: Email Voicemail Button

1. Enter the *email details*in the **Email Recording**popup and click the **Send**button

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-email-recordings-details.png)
Figure: Email Voicemail - Email Details

**Result:** The voicemail gets emailed to the desired email address.

### Download Voicemail Recordings

This section guides you to download the voicemail audio files.

**Before you Start:** Make sure you have navigated to the **Voicemail**![](https://voiptools.com/wp-content/uploads/2024/11/1.-voicemail-logo-1.png) menu and have manager rights if you want to download the voicemails of agents of your department.

1. Click the **View**![](https://voiptools.com/wp-content/uploads/2024/11/edit-icon.png)icon of the desired voicemail to open **Voicemail Details**popup.
2. Click the **Play**section in the left side panel.
3. Click the **Download Voicemail**button.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-download-button-1.png)
Figure: Download Voicemail Button

**Result:** The voicemail gets downloaded to your local device.

### Forward Voicemail to an Extension

This section guides you to forward the voicemail to an extension with a CFD call on your logged-in extension

**Before you Start:** Make sure you have navigated to the **Voicemail**![](https://voiptools.com/wp-content/uploads/2024/11/1.-voicemail-logo-1.png) menu and have manager rights if you want to forward the voicemails of agents of your department.

1. Click the **View**![](https://voiptools.com/wp-content/uploads/2024/11/edit-icon.png)icon of the desired voicemail to open **Voicemail Details**popup.
2. Click the **Forward Voicemail**section in the left side panel.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-select-the-section-1.png)
Figure: Forward Voicemail Section

1. Select the extensions you want to forward the voicemail.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-select-extensions-2.png)
Figure: Extensions List to Forward Voicemail

1. You can click the **Add Intro**button to receive a CFD (Call Forwarding Diversion) call on your logged-in extension.
2. Click the **Forward**button.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-3.-forward-button.png)
Figure: Forward Voicemail Button

**Results:** The voicemail gets forwarded to the selected extensions with a CFD (Call Forwarding Diversion) call on your logged-in extension.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-4.-success-popup.png)
Figure: Voicemail Success Popup

### View Voicemail Transcription

This section guides you to generate transcripts of voicemails using AI.

**Before you Start:** Make sure you have navigated to the **Voicemail**![](https://voiptools.com/wp-content/uploads/2024/11/1.-voicemail-logo-1.png) menu and have manager rights if you want to forward the voicemails of agents of your department. Also. ensure that you have [**connected with the Open AI API**](#openai)to use the AI transcription.

1. Click the **View**![](https://voiptools.com/wp-content/uploads/2024/11/edit-icon.png)icon of the desired voicemail to open **Voicemail Details**popup.
2. Click the **Transcription**section in the left side panel.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-select-the-section-2.png)
Figure: Transcription Section

1. Click the **Analyze**button.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-analyze-button.png)
Figure: Analyze Transcription - Analyze Button

**Results:** The AI generates the transcription of the voicemail.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-3.-transcription-output.png)
Figure: AI Transcription Output

### Delete Voicemails Manually

This section guides you to delete voicemails manually. You can set auto delete of voicemails using the [**Delete Policy**.](#delete)

**Before you Start:** Make sure you have navigated to the **Voicemail**![](https://voiptools.com/wp-content/uploads/2024/11/1.-voicemail-logo-1.png) menu and have manager rights if you want to delete the voicemails of agents of your department.

1. Click the **Delete** ![](https://voiptools.com/wp-content/uploads/2024/11/delete-icon-1.png)icon of the desired voicemail.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-delete-icon-1024x248.png)
Figure: Delete Voicemails Manually - Delete Icon

1. Click **YES**in the **Delete Confirmation**popup.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-delete-confirmation-popup.png)
Figure: Deletion Confirmation Popup

**Result:** The selected voicemails is deleted.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-3.-voicemail-deleted-successfully.png)
Figure: Voicemail Deletion Success Popup

### View Deleted Voicemails

This section guides you to view the deleted voicemails.

**Before you Start:** Make sure you have navigated to the **Voicemail**![](https://voiptools.com/wp-content/uploads/2024/11/1.-voicemail-logo-1.png) menu and have manager rights if you want to view the deleted voicemails of agents of your department.

- Select the **Show Deleted Voicemails**box.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-show-voicemail-box-1024x258.png)
Figure: Show Deleted Voicemails Box

**Results:** You can now view the deleted voicemails with the **deletion dates.**

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-deleted-voicemails-output-1024x311.png)
Figure: Deleted Voicemail Details

### Identify Tampered Recordings

This section provides guidance on identifying tampered voicemail recordings.

To determine if a recording has been altered, 3CX Voicemail Manager compare the details of the recording in the 3CX Console Management with those in the Voicemail Manager web application. If the details match in both systems, the recording is considered authentic. If there are discrepancies, the recording may have been tampered with.

The following image represents a voicemail that is authentic and not tampered.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-authentic.png)
Figure: Untampered Voicemail

The following image represents a voicemail that is tampered.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-tampered.png)
Figure: Tampered Voicemail

## Group Voicemail Menu

The Group Voicemail menu simplifies the process of designating a standard 3CX voicemail box as a group voicemail box. When a voicemail is saved in a group voicemail box, it is automatically distributed to the extensions listed in the distribution group. If any extension within the group listens to the voicemail, the HEARD date and time will be updated for all extensions in the group. This functionality proves useful when the company CEO wants to send a voicemail message to all employees or when a manager wishes to communicate with everyone in their specific group.

### Create a Group Voicemail / Distribution Group

This section guides you to create a new group voicemail.

**Before you Start:** Make sure you have navigated to the **Group Voicemail menu**in the left side panel.

1. Click the **Add**![](https://voiptools.com/wp-content/uploads/2023/01/blue-plus-1.png)icon.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-add-button-1024x241.png)
Figure: Add Group Voicemail - Add Button

1. Select the desired group from the **Voicemail Box** dropdown.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-voicemail-box-dropdown.png)
Figure: Group Settings - Voicemail Box Dropdown

1. Enter *the name of the group*in the **Name** field.
2. Enter *a short description of the group*in the **Description**field.
3. Select the members of this group from the **Members**dropdown.
4. Click the **Save**button.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-3.-members-list.png)
Figure: Group Settings Popup - Members List

**Results:** The new group voicemail is created.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-4.-group-created-1024x216.png)
Figure: Group Voicemail Details

> ![](https://voiptools.com/wp-content/uploads/2023/01/notes-icon-5.png) **NOTE:**
>
>
>
> When a voicemail is saved in a group voicemail box, it is marked as "heard" only for the member who listens to it. For all other group members, the voicemail remains marked as "unheard."
>
>
>
> **Example:**
> If a group includes members A, B, and C, and a voicemail is received in the group voicemail box, it will initially appear as "unheard" for all members. When A listens to the voicemail, it is marked as "heard" in A 's **Voicemail Menu** and **Reports Menu,** while it remains "unheard" for B and C.

### Edit a Group Voicemail / Distribution Group

This section guides you to edit an existing group voicemail.

**Before you Start:** Make sure you have navigated to the **Group Voicemail menu**in the left side panel and have existing group voicemails to edit.

1. Click the **Edit**![](https://voiptools.com/wp-content/uploads/2024/11/edit-icon.png)icon.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-edit-icon-1-1024x216.png)
Figure: Group Voicemail - Edit Icon

1. In the **Group Settings**popup do the changes.
2. Click the **Save**button.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-group-voicemail-popup.png)
Figure: Edit Group Voicemail - Group Settings

**Results:** The group voicemail is configured.

### Delete a Group Voicemail / Distribution Group

This section guides you to delete an existing group voicemail.

**Before you Start:** Make sure you have navigated to the **Group Voicemail menu**in the left side panel.

1. Click the **Delete ![](https://voiptools.com/wp-content/uploads/2024/11/delete-icon-1.png)**icon.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-delete-icon-2-1024x216.png)
Figure: Delete Icon

1. Click **Yes**in the **Delete Confirmation**popup.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-delete-confirmation-popup-1-1024x319.png)
Figure: Delete Group Voicemail

**Results:** The desired group voicemail is deleted.

## Escalation Menu

The **Escalation** feature ensures critical voicemails are promptly addressed by automatically forwarding unheard messages to designated email addresses. For instance, sales voicemails can be escalated to a sales manager when a salesperson is unavailable. To use this feature, create a “Sales” extension group in 3CX, assign the relevant sales extensions to the group, and configure the group for escalation. The system will monitor voicemails for any extensions in the group, and if an unheard voicemail is detected, it will be automatically escalated to the specified email recipients.

### Add New Escalation

This section guides you to add a new escalation that escalates unheard voicemails to the senior management.

**Before you Start:** Make sure you have navigated to the **Escalation menu**in the left side panel.

1. Click the **Add**button.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-add-button-1-1024x320.png)
Figure: Add New Escalation - Add Button

1. In the **Extension Group** dropdown, select the *extension group that you want to monitor*.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-add-button2.-extension-group-dropdown-1024x346.png)
Figure: Extension Group Dropdown

1. In the **Expire **field, enter*the time in minutes.*

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-add-button3.-expiration-1024x453.png)
Figure: Expire Field

1. In the **Emails **text box, enter *one or more email addresses separated by commas, to which you want to mail the escalated voicemail.*

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-add-button4.-mail-1024x249.png)
Figure: Escalation Mail IDs

**Results:** Any unheard voicemails now get escalated to the mail ID provided in the Escalation menu.

### Delete Existing Escalation

This section guides you to delete existing escalations in the Escalation menu.

**Before you Start:** Make sure you have navigated to the **Escalation menu**in the left side panel.

1. Click the **Delete ![](https://voiptools.com/wp-content/uploads/2024/11/delete-icon-1.png)**icon.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-add-buttonv1.-delete-button-1024x327.png)
Figure: Delete Icon

1. Click **Yes**in the **Delete Confirmation**popup.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-add-button2.-delete-confirmation-popup-1024x327.png)
Figure: Escalation Delete Confirmation

**Results:** The desired escalation is deleted.

## Reports Menu

The **Reports** menu provides you with a comprehensive overview of voicemail activity, including caller details, voicemail duration, and timestamps for creation, notification, hearing, and deletion. It allows you to group columns for better organization and export reports in various formats, ensuring efficient analysis and sharing of voicemail data.

### Column Definitions of Reports Menu

| Column Name | Definition / Purpose |
| --- | --- |
| **Caller Name** | Name of the caller who made the call. |
| **Ext** | Extension number of the caller. |
| **Caller** | The phone number of the caller. |
| **Duration** | The duration of the voicemail in *HH:MM:SS*format. |
| **Flags** |  |
| **Created** | Date and time at which the voicemail is created. The date format is ***YYYY-MM-DD***. The time format is 12 hours clock with ***HH:MM:SS***. |
| **Heard** | Date and time at which the voicemail is heard. The date format is ***YYYY-MM-DD***. The time format is 12 hours clock with ***HH:MM:SS***. |
| **Notified** | Date and time at which the voicemail is notified. The date format is ***YYYY-MM-DD***. The time format is 12 hours clock with ***HH:MM:SS***. |
| **Deleted** | Date and time at which the voicemail is deleted. The date format is ***YYYY-MM-DD***. The time format is 12 hours clock with ***HH:MM:SS***. |
| **FileName** | File name of the voicemail. |
| **Voicemail** | The AI generated transcription of the voicemail. |

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-overview-1024x402.png)
Figure: Reports Menu - Overview

### Group the Columns in Reports Menu

The grouping of columns lets you present the reports more professionally and helps you achieve a well-organized and polished look for the information displayed.

This section guides you to group the columns in the Reports menu,

**Before you Start:** Make sure you have navigated to the **Reports menu**in the left side panel.

1. Drag and drop the desired column to the space provided above the column headers.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-1.-compact-view-1-1024x400.png)
Figure: Group By Columns - Compact View

1. Click the **Expand**icon to expand the grouped columns

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-expanded-view-1-1024x453.png)
Figure: Group By Columns - Expanded View

### Export Voicemail Reports

This section guides you to export the voicemail reports to your local device.

**Before you Start:** Make sure you have navigated to the **Reports menu**in the left side panel.

- Click the desired export option. Available export options are CSV, PDF, XLS and XLSX.

![](https://voiptools.com/wp-content/uploads/2024/11/screenshot-vm-v20-2.-export-options-1024x402.png)
Figure: Export Options

# Need Support?

You get quick answers to most of your inquiries in our online manual. If you prefer direct contact, we offer various support channels, including phone, email, live chat, and our helpful VoIPTools forums.

![](https://voiptools.com/wp-content/uploads/2023/05/24-hours-support-2.png)

## 24/7 Support Availability

Rest assured, our dedicated team is here to assist you around the clock, every day of the year. Whether you're based in the USA or India, we're ready to provide prompt responses to your technical queries.

![](https://voiptools.com/wp-content/uploads/2023/05/windows-log-event.png)

## Windows Event Log for VoIPTools Applications and Services

For troubleshooting any application errors, our Windows Event Log contains a comprehensive list of error messages, warnings, and informative notes related to all our VoIPTools applications and services. It's a valuable resource to help you pinpoint and resolve any issues you may encounter.

![](https://voiptools.com/wp-content/uploads/2023/05/forums.png)

## Join Our Forum Community

Are you looking to collaborate with other VoIPTools customers facing similar challenges? Our forum is the perfect platform to exchange ideas, solutions, and best practices. Join the conversation at: [**https://www.voiptools.com/community/**](https://voiptools.com/blog/)

![](https://voiptools.com/wp-content/uploads/2023/05/live-chat.png)

## Real-Time Live Chat Assistance

Got questions that need immediate answers? Our chat support team is available to assist you in real time. Just click on the Live Chat button located at the lower right corner of our website, and we'll acknowledge your queries right away.

![](https://voiptools.com/wp-content/uploads/2023/05/email-support.png)

## Efficient Email Support

To ensure a thorough understanding of your concerns, email us at ***support@voiptools.com***. Describe your issue in detail, and we'll get back to you within one business day with the support you need.

![](https://voiptools.com/wp-content/uploads/2023/05/phone-support.png)

## Reach Us by Phone

If you prefer to speak with a representative directly, you can reach us at +1 801-642-4655. Our attentive team is available to take your calls from 8:00 AM to 6:00 PM (Central Standard Time).

# Comprehensive support services:

![](https://voiptools.com/wp-content/uploads/2023/05/free-support.png)

## Free Support

If you've purchased our products through a VoIPTools Partner, rest assured that they provide first-level support at no additional cost. Partners have access to 100% free technical assistance and actively participate in the troubleshooting process.

VoIPTools customers enjoy access to our online manuals and receive support through emails (with responses within one business day) and live chat. However, please note that we do not provide remote server login assistance.

![](https://voiptools.com/wp-content/uploads/2023/05/paid-support.png)

## Paid Support

For a more hands-on experience, consider our "Installation Support" package. Our expert support team can log in to your servers, and install and configure all our tools. This comprehensive service includes setting up SQL Server Express and Internet Information Server if necessary. We'll work closely with you to tailor our applications to meet your requirements.

We're committed to providing top-notch support to ensure your VoIPTools experience is smooth and hassle-free. Contact us today, and let us assist you in making the most of our powerful tools!