Objective

A Group (Shared) Voicemail Box is a dedicated voicemail mailbox that multiple users can monitor. This article shows you how to create the shared voicemail box and then choose one (or more) of the three supported ways your users can access and manage messages:

• Desk Phones (line key/line appearance on multiple phones)
• Shared Email Address (voicemail-to-email delivery)
• VIP Mobile App (Shared VM / Visual Voicemail access)
   

Symptoms

• VIP: Group Voicemail Boxes
• How to create a group voicemail box
   

Eligibility

• Access to the Crexendo VIP Portal
• A chosen extension number for the Group Voicemail
• A list of monitoring users (and which access method you want them to use)
• If using email delivery, a shared mailbox or distribution group email address
• If using desk phones, the device MAC(s)/extension(s) and access to SnapBuilder
   

Procedure

Follow the steps below: 

1. Create the Group Voicemail User (Mailbox)
2. Decide How Users Will Access Messages
3. Configure Your Chosen Access Method
4. Add the Group Voicemail to Your Call Flow
    

Create the Group Voicemail User (Mailbox)

Create a dedicated user that represents the shared voicemail box. This mailbox extension is what calls will route to, and what your users will monitor via phone keys, email delivery, and/or the mobile app.

1. Log in to the Crexendo VIP Portal.
2. Navigate to Users and select Add.
   
   
3. Create a user using a clear naming convention:
   • Name: Use a label that clearly identifies the purpose 

     EXAMPLE: “Group Voicemail – Billing”

      
   • Extension: Use a dedicated extension that won’t be assigned to an individual user.
   • Voicemail PIN: Required for mailbox access from phones and some voicemail workflows.
   • Email (optional): If you will use voicemail-to-email, use the shared mailbox email address (or leave blank and configure in Option 2 of Configure Your Chosen Access Method section).
      
4. Set a Voicemail PIN 

   NOTE: Store it securely for Admin/Support use.

    
5. Select Save to save the user.
6. From the Users section, select your new Group Voicemail box
   
   
7. In the Answering Rules tab, select the edit button for the Default answering rule.
   
   
8. Under Call Forwarding, check the Always box and enter the extension or name of the Group Voicemail box beginning with the Voicemail option.
   
   
9. Select Save. You will see your new Default Answering from the Answering Rules screen.
   
   
10. Select the Voicemail tab
    
    
11. Scroll down to the Greetings section of the page and select the Manage button.
    
    
12. Select Add Greeting and choose an option for adding the voicemail message that callers will hear:
    • Text-To-Speech: Type your message and choose a voice style that you like. The Play button will allow you to see what your message will sound like to the caller.
    • Upload: If you already have a voicemail recording stored locally on your device, select the Upload option to navigate to your recording.
    • Record: Enter the extension or phone number that the portal will call you on to record your message. Follow the instructions to record your message, and when finished, your recording will appear in this section to listen to.
       
13. Select Save. 
    
    
14. Verify that your new message is listed in the Greetings section of your voicemail box. 
    • If not, select the drop-down menu and select your new greeting.
      
      
       

Decide How Users Will Access Messages

Choose the method that best fits your workflow. Many customers use Desk Phones + Email together, while others prefer the VIP Mobile App for on-the-go access.

Configure Your Chosen Access Method

Select from these options:

Option #1. Desk Phones (Line Key / Line Appearance)

Use this method if you want a Group Voicemail line key on one or more desk phones. This is ideal for front-desk/reception and shared-area devices.

1. Add Phone Entries for the Group Voicemail
   1. Open the Group Voicemail user you created in Step 1.
   2. Click Edit (pencil icon), then select the Phones tab.
   3. In the upper right side of the screen, select Add Phone.
      
      
   4. Create an Extension Number + Letter for each phone you need to attach the Group Voicemail to (example: 8995a, 8995b, etc.). The lettered extensions act as device-specific appearances you’ll assign to phones in SnapBuilder.
   5. Do not select a Model or a 911 Caller ID.
   6. Choose the default Emergency address from the drop-down menu.
   7. Click Add. 
   8. Repeat these steps for as many desk phones that will need to access the group voicemail box.

      NOTE: You can only do this action for up to 10 desk phones per group voicemail box at this time.

       
   9. When finished, confirm the phone list shows all lettered extensions you created.
      
      
2. Add the Group Voicemail Line Key to Each Phone (Snap Builder)
   1. Go to Inventory, then Phone Hardware tab.
      
      
   2. Find the device by MAC address or extension.
   3. Open SnapBuilder by clicking the gear icon.
      
      
   4. Select an available line key and add a new key as a Line Appearance by selecting the option from the drop-down menu.
   5. Select the correct lettered extension (example: 8995a) that corresponds to that device.
   6. Set a custom label like Group Voicemail or GVM.
   7. Select the arrow next to the Save button and select Save and resync to make the changes to the phone.
      
      

      IMPORTANT: Repeat this SnapBuilder step for each device, selecting the correct lettered extension (8995a, 8995b, etc.) per phone.

       

NOTE: What Users Do to Access Messages (Desk Phones)

• When a voicemail is left, users typically see a message waiting indicator and/or voicemail indicator on the phone.
• Users can press the Voicemail button (or voicemail softkey) and access the mailbox.
• If prompted, users enter the Group Voicemail PIN you set in Step 1.

 

IMPORTANT: When your phone has a voicemail in the Group Voicemail AND a voicemail in your extension's voicemail box, then your phone will automatically default to calling the voicemail box of the most RECENT voicemail message

 

 

---

Sample Scenario 

You have a desk phone with the extension 102 and have also been given access to the Group Voicemail Box at extension 8995.

The phone is showing 2 New Voice Mail messages because there is one message on 102's voicemail box AND one message on the Group Voicemail box.

You press the voicemail hard key or soft key because the most recent message came in on the Group Voicemail. It will call the Group Voicemail Box and ask for the PIN for extension 8995 (Group Voicemail). The line key will also show you which voicemail box you are calling.

In this case, it is the Group Voicemail Box. When you delete or save the voicemail, it will clear the voicemail notification from any other phone that also has access to the Group Voicemail Box.

You exit the Group Voicemail Box after deleting or saving the message. At this point, your phone displays 1 New Voice Mail because you still have a new voicemail in your personal voicemail box.

You press the voicemail hard key or soft key and enter your voicemail box's PIN. The line key will display that you are now listening to a voicemail in your extension's voicemail box and NOT the Group Voicemail.

 

 

Option #2. Shared Email Address (Voicemail-to-Email)

Use this method if you want voicemails to arrive in a shared mailbox or distribution group so multiple users can triage messages from email.

1. Open the Group Voicemail user you created in Step 1.
   
   
2. Select the Voicemail tab.
   
   
3. Scroll down to the Notifications section.
4. Ensure the following options below are selected, then select Save:

Email Notifications	Check the box for Receive an email for new voicemail.
Email Type	Choose Send with attachment. This will send the audio file of the voicemail as an email attachment, which can be listened to on your device.
After Email Notification	Choose Move to trash. This will automatically delete the voicemail from the voicemail box AFTER it sends the voicemail as an attachment to the shared email address.  NOTE: The voicemail message will still exist as an email in your shared email address. This action ensures your group voicemail will not get filled up with old messages, as no one will be specifically monitoring this voicemail box outside of the shared email address.

NOTE: What Users Do to Access Messages (Email)

• Users monitor the shared email inbox.
• Each voicemail arrives as an email with an audio attachment (commonly .wav).
• Users can listen to the message, archive, forward, or apply mailbox rules depending on the email system.

 

 

 

Add the Group Voicemail to Your Call Flow

After the mailbox is created and your chosen access method(s) are configured, route calls to the shared voicemail box.

1. Open the applicable Call Flow (Auto Attendant, User, Queue, etc.).
2. Configure routing so unanswered calls (or a specific option) go to the Group Voicemail extension.
3. Save and test by placing a call and leaving a voicemail.
   
   

Escalation Information

Change Log