Review and manage voicemail messages

Find, play, classify, archive, and remove voicemail for the mailboxes you can access.

The Voicemails page brings extension, call-group, and company voicemail into one records view. Your permissions determine whether you see the whole phone system or only messages for your own extension. Everything here acts on the same messages as the dial-in menu on a handset, so a message saved on a keypad is a message archived on this page.

Prerequisites

• Select the intended phone system.
• Have voicemail read access. Write access is required to change message state or delete a message.
• Configure the intended incoming or no-answer route to an extension, call-group, or company mailbox before expecting messages there.

What the list shows

The page opens on Inbox and holds two tabs. Inbox is current messages; Archived is everything moved out of the inbox, whether from this page or by pressing save on a handset. Messages are newest first, and the From, Duration, and Date columns can be re-sorted.

Category, sentiment, and summary are blank until analysis finishes, and a message can be perfectly readable without them. They are review aids: confirm anything consequential against the recording or the transcript itself.

Each row also carries a play control and, in the Inbox, an archive control — so a message can be triaged without opening it. Only one row plays at a time; starting a second stops the first.

Search the history

The search box queries the whole voicemail history for the active tab, not just the page in front of you. It needs at least two characters. A caller name is matched from two characters onward; a caller number only starts matching once you have typed at least three digits, because a shorter fragment would match nearly every number on the system. Results reset to the first page as you type.

Review a message

1. Open Records > Voicemails.
2. Choose Inbox or Archived.
3. Search by caller name or number, or sort to find the message.
4. Select the row to open Voicemail Details.
5. Play the recording. Starting playback marks a new message as listened, and the player offers a scrub bar so you can move within the message.
6. Read the summary and transcript below the player.
7. Use Mark Read or Mark Unread, Archive or Unarchive, and Delete as needed.

The detail panel names the caller, the time, the duration, and the mailbox the message landed in, so you can tell an extension message from a company one without going back to the list.

The transcript area reports its own state rather than going blank. It shows the text when there is one, Transcribing… while it is being produced, Transcription failed when it ran without producing text, and No transcript available when there is none. A transcript is produced after the recording, so a message can be playable for a while before its text appears. Very short messages are not transcribed at all.

Voicemail audio is played in the browser; the detail panel has no download control.

Archive, restore, and delete

• Archive moves a message from Inbox to Archived. It does not delete it, and it does not change whether the message counts as read.
• Unarchive moves it back to the Inbox.
• Delete asks for confirmation and presents itself as final. Treat it that way: there is no restore control on this page.

Each of these also updates the message-waiting light on the desk phones watching that mailbox, so the indicator follows the state you set here.

Open a message from a link

A link that carries a voicemail identifier opens that message directly, even when it sits on another page or in the other tab. If the linked message is already archived, the surrounding list switches to the Archived tab and says so, so the list matches the record you are reading. It stays on Archived after you close the message rather than making the record you just read disappear.

Expected result

The message state updates in the correct mailbox and tab, the desk-phone indicator follows it, and the transcript area reports whether text is available, still processing, or absent. The same message also appears against its call in Call Log, marked with a voicemail outcome.

Troubleshooting

• The page says “Your Voicemails”: Your access is scoped to your own extension, and the page says so beneath the heading. The server, not the page label, enforces which rows are available.
• The buttons in the detail panel do nothing: Changing state or deleting requires voicemail write access. Read access can find and play messages only.
• A message you archived is gone from the Inbox: That is what archiving does. Open the Archived tab, or press 3 in the dial-in menu.
• The message exists but the search never finds it: Search the caller’s name, or type at least three digits of the number. One or two digits are not enough to search by number.

For a message that has not appeared at all, audio that will not play, or a transcript that never arrives, work through Troubleshoot missing recordings and voicemail.

Related guidance

• Check and manage voicemail from a phone.
• Set voicemail greetings and PINs for each mailbox.
• Create call groups and call menus.
• Review call recordings, transcripts, and AI analysis.
• Troubleshoot missing recordings and voicemail.
• Troubleshoot an incoming call.