Introduction #

Sometimes it’s just easier, or more private to see your voicemails as text. With 3CX Voicemail Manager you can have your voicemails transcribed and sent to you as an email automatically. Using the included web portal, you can search the text of voicemails, or filter voicemails using the built-in query manager. In addition, you can archive your transcriptions in a SQL database. You can even setup a retention policy to automatically delete old voicemails. The new voicemail ‘Escalation’ feature ensures you never have an important voicemail go unheard, and the ‘Distribution’ feature makes it easy to push a voicemail to distribution groups.

What is 3CX Voicemail Manager? #

With 3CX Voicemail Manager you can automatically forward voicemails to distribution groups, monitor specific extension group to escalate unheard voicemails to the designated email addresses, receive text transcriptions of your voicemails, archive (compress) voicemails, filter voicemails using the built-in query manager and access your voicemails remotely using a simple web portal.

Why 3CX Voicemail Manager? #

• Forward voicemails to distribution groups automatically
• Save voicemail transcriptions in a searchable database
• Provide easy access to voicemails using a web portal
• Enable users to search, play, copy, email, forward, and delete voicemails
• Manage disk space through compression and automated voicemail retention policies
• Automatically receive voicemail transcriptions (along with the recording) as an email
• Escalate voicemails to managers if not heard within the specified period
• Email voicemails in MP3 format (significantly smaller than WAV)
• Login to portal using 3CX extension and PIN
• View voicemails of members of extension groups if you are assigned ‘Manager’ role.
• Uses Google Speech Translate for voice to text transcriptions.

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:

• 3CX Version V18
• VoIPTools Relay installed on the 3CX server
• Windows 10 / 11 Pro or Windows Server 2016 / 2019 (64 bit) or above
• Setup a Google Cloud account for Google Speech Translate for voicemail transcription services.

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 #

	Download software #	You can order 3CX Voicemail Manager on-line at voiptools.com.  Your order confirmation email will include your license key and a link to download the software.
	Install Prerequisites #	There are a number of prerequisites that must be installed before installing 3CX Voicemail Manager. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server
	Install 3CX Voicemail Manager #	You must register your license key to activate 3CX Voicemail Manager. Your license key is included in your order confirmation email, and can also be found in your order history on our website.
	Register your License Key #	You must register your license key to activate 3CX Emergency Notifier. Your license key is included in your order confirmation email, and can also be found in your order history on our website.
	Configure Email, Retention and other policies #	To control the access and storage of 3CX Voicemails, you need to configure certain policies so that the activities happen automatically.

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 #

Download Voicemail Manager from our website here

Step 2:  Install Prerequisites #

1. Double-click on the software installer that was downloaded in step 1 above.
2. Click on the “More info” link to continue with the install.

3. Click on the “Run anyway” button to continue.

4. On the Welcome screen, click on the “Next” button to continue.

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.

5. On the Prerequisites screen, click “Next” to continue.

Step 3: Install 3CX Voicemail Manager #

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

2. On the Installation Folder window, the Folder field displays the location where the ‘3CX Voicemail Manager’ will be installed.

NOTE:

You cannot change the installation folder

3. To communicate with the VoIPTools Relay installed on your 3CX server, you must enter the following configuration information:

Relay Host	Enter your 3CX Server FQDN (Do not include https://)
Relay Port	Select the Relay port number specified when you installed the Relay. The default is 8801
Public Key:	Paste the JWT Public key (available on the Relay Services screen)

NOTE:

• Do not add “https://” to the Relay host data
• Once you have successfully tested the connection to the Relay, the “Next” button will be enabled

4. On the Relay screen, click Next to continue.
5. To communicate with Microsoft SQL Server, you must enter the following configuration information:

Server	enter your SQL Server IP/FQDN followed by the SQL Instance name. If SQL is installed on the same server as 3CX Voicemail Manager, you can use “.” to represent ‘localhost’
Trusted Connection	Uncheck this field (We do not recommend using a trusted connection (Windows Integrated security)
Username	If SQL was installed automatically, SQL Server was installed in “mixed” mode and the ‘sa’ password is V01PT0y5
Password	If SQL was installed automatically, SQL Server was installed in “mixed” mode and the ‘sa’ password is V01PT0y5
Database	We strongly urge you to use the default database name provided and allow the installer to create the database automatically

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”.

6. On the SQL screen, press the Tool button to test connectivity with your SQL Server,

NOTE:

If you are having trouble getting the SQL connection to work, and your SQL Server is on a separate server from your VoIPTools server, be sure to configure SQL to allow remote connections and ensure any firewalls are configured to allow access.

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

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

8. Click Finish to complete the installation .

Step 4: Register your license Key #

The installer will create an icon on your Windows desktop. Use this icon to browse to 3CX Voicemail Manager

1. Browse to 3CX Recording Manger

NOTE:

You can browse to 3CX Voicemail Manager using the desktop icon, or you can type the URL as follows:

https://<your_voiptools_server_FQDN>:5650

2. Log in as a 3CX Extension Group manager using your 3CX extension number and voicemail PIN..

Registration is necessary to authorize your software and enables VoIPTools to provide a replacement key if you lose your license key, as well as notify you of product updates.

NOTE:

The license key permits you to install the software on one computer.

3. On the 3CX Voicemail Manager Configuration screen, in the License tab, enter your registration information in all the required fields (Note the red dot denotes a required field).
4. Click Register
5. Click OK

NOTE:

After successfully registering the software and starting the ‘3CX Voicemail Manager’ service, the ‘Voicemail Watcher’ event will be automatically enabled in the 3CX Relay.

Voicemail Manager Desktop application #

The desktop application lets you register the software and configure the basic settings for 3CX Voicemail Manager web application.

The desktop application has the following tabs,

• SQL tab
• 3CX tab
• Email tab
• Retention tab
• Transcript tab
• Escalation tab
• Portal tab
• License tab
• About tab

SQL tab: Save Voicemail information in SQL Server #

1. In the SQL tab, under SQL Server section, check Save voicemail details in SQL check box to save the voicemail information in Microsoft SQL Server.
2. Click the Import button to add existing voicemails to the web portal and archive the voicemails (if the archive option was selected from the Retention tab). While the location where 3CX stores voicemails is not modifiable, you can choose the location where voicemails should be archived.
3. The “Processing Complete” confirmation message box appears. Click OK.

NOTE:

If you have a large number of existing voicemails, you may want to wait until after business hours to select this option. Processing a large number of voicemails may impact the performance of 3CX.

3CX tab: Set Manager Rights, Voicemail Path, Authentication #

3CX Voicemail Manager integrates directly with 3CX. For example, the web portal uses your extension and voicemail PIN for login authentication. If permitted, access to voicemails other than your own is controlled by extension group membership and whether you are an extension group Manager. 3CX System Administrators always have access to all voicemails.

Manager Rights #

Under Manager Rights section, check Allow Managers to access Extension Group member’s voicemails check box to permit 3CX Extension Group Managers to view the voicemails for every member of their extension group. Non-managers can only see their own voicemails.

Voicemail Path #

Under Voicemail Path section, browse and set the location where you want the original voicemails to be stored. By default, the location is:

“C:ProgramData3CXDataIvrVoicemailExtensions”.

NOTE:

You should NOT change the path to the 3CX voicemails unless you are running 3CX Voicemail Manager on a computer other than the 3CX server. Remember 3CX Voicemail Manager by default runs with the credentials of a local user (VoIPToys). You must ensure this user has read rights to this folder or provide alternative authentication.

Authentication #

If you have installed “3CX Voicemail Manager” on a remote computer you will need to create a Windows share pointing to the voicemail path, and provide authentication credentials to access the share. If you are using a firewall on your 3CX server, you may need to create a firewall exception to permit remote access to the share.

1. Under Authentication section, check Requires local Windows credentials box to provide local user rights on the remote server.

NOTE:

If your file share resides on a remote server, and the two servers are not members of the same Active Directory Domain, you will need to provide local user rights on the remote server.

2. In the 3CX Server field, enter the Fully Qualified Domain Name (FQDN) or IP address of the 3CX server.
3. In the User Name field, enter username and password for authentication.
4. Click Test button to test whether the credentials provided have access to the voicemail path.
5. Click Save to save the details you entered.

Email tab: Setup Email Server #

3CX Voicemail Manager can email your voicemails, along with a text transcript to you automatically. You have 3 choices:

• Email voicemails to the owner of the voicemail, or
• Also email all voicemails to a single email address, or
• Do not email voicemails

In the Email tab, you can do the following functions,

• Email Voicemail Transcripts
• Set authentication for relay emails
• Convert voicemail to emails

Email Voicemail Transcripts #

1. Under Email Server section, check Email Voicemail Transcript check box if you want to email Voicemails and optionally include a text transcript
2. In the Email Server field, enter IP address or ‘Fully Qualified Domain Name’ (FQDN) of your email server.
   • Examples: smtp.gmail.com or 192.168.1.20
3. In the Port field, enter the port number.
   • The default value is 25.
   • For Gmail/ Google Apps use port 587
4. 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
5. In the Email Subject field, enter the emails 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.
6. 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.

Set Authentication to Relay emails #

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. You can click button to display password characters.
3. Select Requires SSL/ TLS check box if your mail server requires a secure connection – Secure Socket Layer (SSL) or Transport Layer Security (TLS) to relay email. Gmail, Google Apps and Microsoft 365 require a secure connection.
4. Click Test button to confirm whether 3CX Voicemail Manager can send emails.
   • For this, temporarily enter an email address in the Alt Email field and press the Test button.
   • You may need to make configuration changes to your mail server to permit the relay of emails from 3CX Voicemail Manager.

NOTE:

Sending mail within your domain may not require authentication, while sending outside your domain may require authentication.

Voicemail to Email #

• Check Attach voicemail using MP3 format (much smaller than WAV) check box to email the .MP3 version.

NOTE:

• Because voicemails can be very large, 3CX Voicemail Manager can first make a copy of the voicemail and then convert the copy to .MP3 format and email the .MP3 version.
• The MP3 is often is 1/7 the size of the original voicemail. This conversion does result in a small loss in audio quality. However, the original voicemail can be heard or downloaded from the web portal unless it was deleted by the retention policy, the owner or an administrator.

Retention tab: Configure Retention Policy #

3CX Voicemail Manager can be configured to automatically delete old voicemails, thus helping to conserve disk space. It can also automatically convert voicemails to MP3 format and save the voicemails at an alternate location (for example: external USB or Network Attached Storage NAS device). You can also have voicemails deleted after emailing the voicemail.

Delete Policy #

1. Check Delete voicemail after sending email check box to instruct the 3CX Voicemail Manager to delete the voicemail after emailing the voicemail as an attachment.

NOTE:

Great care should be taken when selecting this option. There is no guarantee that the email will not be blocked by spam filters, or exceed the maximum attachment size permitted by the receiving mail server.

2. Check Delete voicemail if older than: check box if you want 3CX Voicemail Manager to automatically delete voicemails that are older than the specified number of days.
3. Enter the number of days in the Days field so that all the voicemails older than the number of days specified will be deleted. The current date is compared with the date the voicemail was created. All voicemails older than the number of days selected will be deleted. This setting is for all voicemails made by all extensions.

NOTE:

If you choose to archive voicemails, the archived version of the voicemail will not be deleted.

4. Check Remove Voicemails from SQL based on Deletion settings check box if you want the deleted voicemails to be also deleted from SQL. Deleting the records from SQL will remove any history for the voicemails in the web portal.
5. Enter time in the Delete at field so that the voicemails will be deleted once a day at the specified time (except for voicemails deleted after email which happens immediately).

Archive Policy #

1. Check the Archive check box if you want to make a compressed (MP3) copy of all voicemails.
2. In the Archive Path field, enter the location where you want to store all the archived voicemails. Archived voicemails will be saved in .MP3 format and are NOT affected by the Delete Policy.
3. Use the browse button to browse to the location where archived voicemails will be saved.

NOTE:

3CX Voicemail Manager by default runs with the credentials of a local user (VoIPToys). If you choose to save archives on a different server, will need to adjust permissions on the archive folder, or change the credentials used by 3CX Voicemail Manager’s:

• Windows service
• IIS application pool

Transcript tab: Configure Transcription Settings #

The accuracy of voice recognition can be greatly affected by a number of factors. For example, the quality of the recording, background noise, volume of the speaker, and the speech patterns of the speaker can all have a significant impact on the accuracy of the transcription.

Speech Transcriptions #

3CX Voicemail Manager uses Google Speech Translate for voice transcriptions.To enable and perform transcriptions, mention the ‘Google Speech Service Account File’ path that consists of google credentials and then mention the ‘Cloud Storage Bucket’ name where you want to store the transcriptions. If you do not have Cloud Storage Bucket and the respective Service Account file, you can create one and then add them in the configuration file.

Cloud Speech-To-Text is priced monthly based on the amount of audio successfully processed by the service, measured in increments rounded up to 15 seconds. For more details regarding pricing, please go through this link: https://cloud.google.com/speech-to-text/pricing

NOTE:

Voicemail Manager uses your local file copy to transcribe the audio file if its duration is upto 60 seconds; or uses google cloud storage if the duration is beyond 60 seconds with the help of cloud storage buckets. Once the file is transcribed successfully in the google cloud, the Voicemail Manager deletes the file from the storage bucket.

Escalation tab: Configure Voicemail Escalation #

While 3CX Extension Managers administer the escalation feature using the web portal, there is one default settings: ‘Sleep Seconds’ that can be changed here. This setting instructs Voicemail Manager to wait a number seconds before processing a new voicemail. 3CX caches the entire voicemail in memory until the caller hangs up, or the maximum voicemail length is reached, then the entire voicemail is written to disk. This process usually takes a few milliseconds, but it’s a best practice to give the operating system time to finish writing the file and release the lock on the file before attempting to attach the recording to an email.

Configure Sleep Seconds #

Under the Voicemail Escalation section, in the Sleep Seconds field, enter the number of seconds so that the Voicemail Manager can wait for the specified time before processing a new voicemail.

NOTE:

Most of the configuration options for voicemail escalation have been moved to the web portal.

Portal tab: Configure Portal Settings #

The 3CX Voicemail Manager web portal enables you to easily find voicemail using the built-in query manager. From the portal, you can listen to, download, email, forward, and delete voicemails.

From here, you can connect to web portal, select Default Time Zone, Culture and Authentication method.

Default Time Zone #

You can set the default time zone used when displaying dates and times. The portal will automatically update the display of the underlying UTC date/ time stored in the database to the selected time zone. The default time zone can be overridden by each user in the recording browser screen by selecting the desired time zone from the combo box.

1. From the Default Time Zone dropdown, select appropriate time zone.
2. Click Save to save the time zone.

Display Culture #

You can set the default display culture used when displaying dates and times. The portal will automatically update the display of the underlying UTC date/ time stored in the database to the selected culture. This setting also controls the transcription language. This is a global setting.

1. From the Display Culture dropdown, select the appropriate language. The default language is English-US.
2. Click Save to save the culture.

Authentication #

The ‘Authentication’ setting allows you to control what 3CX password is used to authenticate your credentials. You can select either you voicemail PIN, web client password, or the phone authentication password. The default setting is voicemail PIN.

1. From the Authentication section and under 3CX Passwords, select the type of authentication using which you want to be authenticated.
2. Click Save to save the Authentication method.

Check for Updates #

The Check for Updates button at the footer of the configuration screen enables you to download the latest version of 3CX Voicemail Manager easily. If a newer version of 3CX Voicemail Manager is available, the message will indicate that a newer version is available. Clicking the button will automatically download a .zip file of the latest version of the software. You can install the new version directly over the top of a previous version without the need to uninstall the previous version.

Web Portal #

To access the ‘3CX Voicemail Manager’ web portal, click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (‘3CX Voicemail Manager’ Web).

The following screens are available in the web portal,

• Voicemails
• Distribution
• Escalation
• Settings
• Reports

Login to Web Portal #

When connecting to the web portal, you will be asked to provide login credentials.

1. In the Extension field, enter your 3CX extension number.
2. In the PIN field, enter your 3CX voicemail PIN.
3. Click Login button to login to your account.

Update the latest version #

If your application is up to date with the latest version released by VoIPTools, then the right top corner of the login screen displays as Up to date.

If your application is not up to date with the latest version released by VoIPTools, then:

1. The right top corner of the login screen displays both the current installed version and the latest released version as well. To download latest version, click Download link

2. In the A new version is available popup, click Download.

Figure 29: 3CX Voicemail Manager-Web Portal Login (Latest Version Available)

3.  Once the download process starts, Download Started message appears.

Figure 30: 3CX Voicemail Manager-Web Portal Login (Latest Version Available)

Figure 31: 3CX Voicemail Manager-Web Portal Login (Latest Version Available)

Voicemail Manager website in IIS. A local user account named “VoIPToys” is created, and the site is configured to use this account. The default password for the VoIPToys user is “VoIPToys”. Normally you will never need to interact with this account. However, if you archive voicemails on a different server, you may need to change this account to a domain account with rights to the archive folder. To change the user account used by 3CX Voicemail Manager, use the “Windows” tab to update the user.

Voicemails Screen #

1. Selecting the Voicemails menu option displays the list of all the call records made by the caller to other extensions along with other details like caller name, call duration, created time, notified time, heard time, transcription, voicemail, and archive.
2. Display Time Zone drop down enables you to select appropriate time zone to view the time details accordingly.
3. Create Filter button enables you to create a filter that displays qualified records based on the search criteria.

Create Filter #

The Filter in 3CX Voicemail Manager uses built-in query builder which enables you to design more complex queries. To create a filter:

1. In the Voicemail tab, on the left-hand corner of the screen, click Create Filter link to display the easy-to-use query builder.

2. Design complex queries by making use of the options provided in the builder and click the OK button.

Listen to Voicemail #

You can listen to the original wav file if it has not been deleted by the owner, administrator, or retention policy, or you can listen to the archived version (if archiving voicemails is configured).

Follow the steps to listen to a voicemail,

1. Click the Play  button beside the voicemail.
2. In the Play Recording dialogue box, you can play, scrub, mute, and adjust the volume of the voicemail.

NOTE:

To listen to voicemail from within the browser, your web browser must support HTML5 Audio. The current version of all major browsers supports this feature. For older browsers you can download the voicemail and play it from your computer.

Email Recording #

You can email the voicemail recordings to specific email addresses when required. Because voicemails can be very large, consider sending the archived version of the voicemail. This version of the voicemail is saved in .MP3 format which is much smaller and therefore less likely to be blocked by email servers because the voicemail exceeds the maximum email attachment size.

1. On the Play Recording dialogue box, click Email Recording button.
2. In the To and From fields, enter email addresses where you want to mail the recordings.
3. Enter a brief subject and message in the Subject and Message field respectively.

NOTE:

If 3CX Voicemail Manager cannot find the voicemail, the play button will not display.

Download Recording #

• On the Play Recording dialog box, click Download Recording button to copy the voicemail from the server to your computer.

Delete Voicemail #

This option only deletes the original voicemail (.wav file). Archived voicemails cannot be deleted through the web portal.

1. Click the Delete icon beside the voicemail you want to delete.
2. Click OK in the confirmation message box.

NOTE:

Deleting voicemail through the web portal will also delete the original voicemail from 3CX and 3CX Phone.

Forward Voicemail to Desired Extensions #

You can forward an existing voicemail to desired extensions. You can also add introduction audio as a prefix to the voicemail so that when the received extensions play the voicemail, the intro audio plays first, followed by the actual voicemail audio.

1. Click on the Forward  button of the desired voicemail that you want to forward.
2. In the Forward Voicemail dialogue box, you can forward voicemail as it is, or add intro audio as a prefix to the voicemail and then forward the concatenated audio file to the desired extensions.

Add intro audio as a prefix #

1. Click Add Intro. You will receive a CFD call on your logged-in extension.

2. As per the CFD, press the desired options, till you hear the desired intro audio and then the call disconnects. The 3CX Voicemail Manager then saves the audio file to the configured path.
3. Once the intro audio is added successfully, a success message will display.

4. In the Forward Voicemail dialogue box, select all the desired extensions to which you want to forward the voicemail, and then click Forward.

5. Once the voicemail is sent successfully, a success message will display. Click OK.

Distribution Screen #

The Distribution feature makes it easy to designate a standard 3CX voicemail box as a “group” voicemail box. When a voicemail is saved in a group voicemail box, the voicemail is automatically pushed to the extensions listed in the distribution group. If any extension of the group hears the voicemail, the ‘HEARD’ date & time will be updated to all the extensions in the group. This is a great way for the company CEO to send a voicemail message to all employees, or for a manager to send a voicemail to everyone in their group.

To create a distribution group, follow the procedure,

1. In the Distribution screen, click the Add button to open the Add/Edit Group box.

2. Select the desired group from the Group Voicemail dropdown.
3. Enter a name for the group voicemail in the Group Name field.
4. Enter a description for the group voicemail in the Description field.
5. Select the extensions that you want to assign as a member of the group voicemail box. from the Group Members list.
6. Click the Save button to save the group.

Add/Edit/Delete Group #

The Add/ Edit Group button displays a dialog box where you can designate a new or edit and existing voicemail box. The extensions that you assign to the group voicemail box will receive a copy of voicemails saved in the group voicemail box.

1. On the tab bar, in the Distribution tab, click Add/ Edit Group button.
2. In the Add/ Edit Group dialog box, from the Group Voicemail dropdown, select the extension to set as admin for the group voicemail box.
3. In the Group Name field, enter the name of the group voicemail box.
4. In the Description field, enter the description for the group voicemail box.
5. From the Group Members list box that lists all the user extensions defined in 3CX,
6. Click Save button to create the new group voicemail box, or save any changes to an existing group voicemail box.
7. To delete group, click Delete button beside the desired record that you want to delete, and then in the confirmation message box, click OK.

NOTE:

Restart service after adding/editing/deleting a group.

Escalation Screen #

With the Escalation feature, you can ensure important voicemails never go unheard. This feature makes it easy to automatically escalate unheard voicemails to the designated email addresses. For example, you can escalate sales voicemails to the sales manager when salesperson is on vacation. Simply create a “Sales” extension group in 3CX, assign all the sales extensions to this group, then configure the group for escalation. With escalation, any extensions in this group will be monitored for unheard voicemails. If an unheard voicemail is detected, the voicemail will be escalated automatically to the designated email addresses.

 Create an Escalation #

1. On the Escalation tab, in the Extension Group drop down, select the extension group that you want to monitor.

2. In the Expire field, enter the time (in minutes).
3. In the Emails text box, enter one or more email addresses separated by commas, to which you want to mail the escalated voicemail.
4. Click Save  to save the changes.

NOTE:

Restart service after adding/ changing an Extension Group to monitor.

Reports Screen #

The Reports screen enables you to export data in various formats available. Only the user with the ‘Manager’ role can view the ‘Reports’ screen. The data represents voicemail logs of all the callers.

Filter link on the left-hand corner of the screen uses a built-in query builder that enables you to filter call records by designing complex queries.

You can group the grid data by desired column(s). For that, simply drag the desired column(s) above the column header. By default, Ext column is grouped.

View and Export the voicemail reports #

To view and export the Voicemail Reports, follow the procedure,

1. On the Reports tab, click the Expand icon on the desired extension to view the voicemail reports.

2. Click the desired format to export the voicemail reports.

Field Definitions #

Caller Name	Name of the caller
Caller	Telephone number of the caller
Duration	Duration of the voicemail
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.
File Name	The file name of the audio file.
Voice Text	The transcripted text of the voicemail audio file.

Settings #

The Settings tab enables you to customize the branding settings. From here, you can change header gradient color, grid color, add logo to the header and edit header title (add a prefix to Voicemail Manager – header title). You can also transcribe all voicemails to the desired extensions.

Hover over the mouse on the Settings tab to display the dropdown menu with the following menu options:

1. Site Settings
2. Transcribe Settings

Site Settings #

Site Settings enable you to customize branding settings for the application that includes the following:

• Customize the gradient color of ‘Application Header’
• Customize grid color in screens that display grid data
• Customize logo on the ‘Application Header’
• Customize ‘Header Title Prefix’ on the ‘Application Header’

Custom Brand Settings

1. Hover over the mouse on Settings tab and from the drop down menu, select Site Settings

2. Perform any of the desired customizations and click the Apply button to save your customizations.

Customize Application Title Header – Gradient Color #

1. In the Header Colour section do the following,
   1. Select the top paint from the Top Colour color palette. 
   2. Select the bottom paint from the Bottom Colour color palette.
2. Click Apply  to Save the settings.

Customize Grid Color #

1. From the Grid Color palette, select the color that you want to display for the grid in screens that display grid data
2. Click Apply to save your settings.

Customize Logo #

• If you are uploading the logo for the first time then,
  1. In the Custom Logo section, click Chose File button to choose a logo from your device.
  2. Select the uploaded logo from the Select Logo dropdown list.
  3. Click Apply  to save your changes.
• If your have uploaded the logo,
  1. Select the uploaded logo from the Select Logo dropdown list.
  2. Click Apply  to save your changes.

Customize ‘Header Title Prefix’ Text #

1. In the Header Title field, enter the text that you want the application to display as a ‘prefix’ for the existing title in the application header.
2. Click Apply to save the header title prefix.

The final result of the page when you do all the customizations,

Transcribe Settings #

Transcribe Settings enable you to transcribe all the voicemails for the desired extensions.

1. Hover the cursor to the Settings menu and click the Transcribe Settings option from the drop-down menu.

2. In the Transcribe Settings form, check the check boxes beside all the desired extensions for which you want to transcribe all of its voicemails and click the Update button.

Support #

Visit our website to access our on-line manuals and receive quick answers to most of your questions. Otherwise, you can contact us by phone, email, live chat and on the VoIPTools forums.

Support Hours (USA and India) #

Our team is ready to assist you with answers to your technical questions and we now offer 24/7, 365 days a year.

Windows Event Log (Applications and Services VoIPTools) #

The Windows Event Log lists various errors, information messages and warnings related to all our VoIPTools applications and services. The data here can be used for troubleshooting various application errors.

Forums #

Our forum is intended for VoIPTools customers to collaborate on real-life challenges, solutions and best practices. You can participate on our forum at: https://www.voiptools.com/community/

Submit a Bug #

If you suspect a bug in any of our VoIPTools products, you can bring it to our notice by reporting your issue at: https://www.voiptools.com/report-a-bug/

Live Chat #

Our chat support team is ready to acknowledge your queries in real-time. You can start a live chat with us by simply clicking on the Live Chat button at the lower right corner of our web page.

Email #

You can email us at: support@voiptools.com. Be sure to describe your issue in detail. We’ll get back to you within one business day of receiving your request.

Phone #

You can call us at +1 801-642-4655 to reach a representative. VoIPTools will accept calls at this number from 8:00 AM to 6:00 PM (Central Standard Time).

Support Services #

Free Support: #

If you purchased our products through a VoIPTools Partner, your Partner will provide first level support. Partners have access to 100% free technical support, provided they participate actively in the troubleshooting process.

VoIPTools customers have access to our on-line manuals and we will respond to emails (next business day) and live chat, but we will not login to your servers remotely.

Paid Support: #

If you purchase “Installation Support’ our support team can login to your servers and install and configure all our tools for you. This includes installing SQL Server Express and Internet Information Server if required. Our team will work with you to configure our applications to best meet your needs.