Configure and manage voicemail settings for a Webex Calling user

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user

Published

2026-05-28

Updated

unknown

Accessed

2026-09-16

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• In Webex Calling, a user's call-forwarding settings override their voicemail settings. in context
• Webex Calling user voicemail has three routing settings: send all calls to voicemail, send busy calls to voicemail, and send unanswered calls to voicemail after a chosen number of rings. in context
• Webex Calling voicemail features need a voice portal extension set up for the location. in context
• A Webex Calling user's custom voicemail greeting can be uploaded as a WAV file or recorded. in context
• Webex Calling voicemail PINs must be between 6 and 30 digits and must not contain repeated patterns. in context
• Webex Calling voicemail allows a single message of up to 10 minutes and a total mailbox of 100 minutes. in context
• When a Webex Calling user's voicemail uses an external mailbox, all messages go to the specified email address and cannot be accessed by phone, Webex App or User Hub. in context
• Because an external mailbox sends Webex Calling voicemail to email rather than to a phone-accessible mailbox, a user on external storage should not be expected to see a normal phone MWI unless the new-message indicator option is available and set for that storage mode; this should be checked before treating a dark lamp as a fault. inferred in context
• In Control Hub, a Webex Calling user's voicemail message storage settings include a 'Use new message indicator on phone' option to enable the phone's new-message indicator. in context
• Webex Calling voicemail has separate settings to send calls to voicemail when the user's line is busy and when unanswered after a set number of rings. in context
• A Webex Calling user's voicemail can be set to email a copy of every voicemail recording to a specified address while messages stay in the internal mailbox. in context
• With the Webex Calling 'Use external mailbox' option, all voice messages are sent to a specified email address and users cannot access them from their phone, the Webex App or User Hub. in context
• Cisco's user voicemail article says voicemails sent to an external mailbox are not transcribed. disputed in context
• Greeting WAV files extracted from Unity Connection must be checked against, and if needed converted to, Webex Calling's 8 kHz 8-bit mono u-law 2 MB format before upload; the sources do not show that Unity Connection's stored format already matches. inferred in context
• Recording a new Webex Calling voicemail greeting or uploading a new file replaces the previous greeting. in context
• A custom Webex Calling user voicemail greeting upload must be a .wav file, 8 kHz, 8-bit mono, CCITT u-law, at most 2 MB. in context
• The Webex Calling internal mailbox has a single-message limit of 10 minutes and a total mailbox limit of 100 minutes. in context
• Webex Calling voicemail has a per-user toggle to receive notification of new voice messages. in context
• Cisco's user voicemail article says that for a user to receive voicemail transcriptions, the location must have transcription enabled and the user must have both 'email a copy' and the internal mailbox selected. in context
• Webex Calling voicemail lets an administrator set a number to which callers are transferred when they press 0 in the mailbox. in context
• When fax messaging is enabled, Webex Calling voicemail and fax share storage of 100 minutes of voicemail or 1000 pages of fax. in context
• Voicemail for a Webex Calling user is enabled by an administrator turning on the Voicemail toggle in that user's Calling settings in Control Hub. in context
• An admin resets a user's voicemail PIN in Control Hub from the user's Calling > Voicemail settings with 'Reset Voicemail PIN'. in context
• The email-copy option can be unavailable if voicemail forwarding is disabled. in context
• 'Email a copy of the voicemail message' is under the user's Additional Settings. It sends the recording of every voicemail to the email address entered there. in context
• If message storage is set to an external mailbox, voicemails go only to the specified email address. Users cannot reach them from the phone, Webex App or User Hub. in context
• The admin voicemail article says voicemails stored in an external mailbox are not transcribed. in context
• Fax messages go into the same storage area as voicemail. Its capacity is described as 100 minutes of voicemail or 1000 pages of fax. in context
• The admin voicemail article requires custom greetings to be 8 kHz, 8-bit mono, CCITT mu-law .wav files of up to 2 MB. disputed in context
• The internal mailbox allows up to 10 minutes per message and 100 minutes in total. in context
• Admins can turn on Voicemail Deletion so messages expire after a set number of days, from 1 to 180. in context
• With internal mailbox storage selected, admins can turn on 'Use new message indicator on phone' so the desk phone shows the message waiting indicator. in context
• A user on external mailbox storage should not expect the desk-phone MWI to light. The indicator option appears only under internal mailbox storage, and external-mailbox messages cannot be reached from the phone. inferred in context
• Text (SMS) voicemail notifications work only with US and Canada phone numbers. in context
• New-voicemail notifications are turned on with the 'Receive notification of any new voice messages' toggle. Delivery can be by email and/or text. in context
• Webex Calling voicemail only works if a voice portal extension is set up for the user's location. in context
• A Webex Calling voicemail setting can send all incoming calls straight to voicemail. in context
• The 'when busy' voicemail option sends calls to voicemail while the user is already on a call. The default or a custom busy greeting can be used. in context
• The 'when unanswered' voicemail option sends calls to voicemail after a number of rings that the admin or user picks from a drop-down list. in context
• The Additional Settings option 'Transfer on 0 to another line' sends callers who press 0 during the greeting to a configured phone number. in context
• Besides the location toggle, a user only receives transcriptions if both 'Email a copy of voicemail message' and 'Use internal mailbox' are selected. in context
• An admin enables a user's voicemail in Control Hub under Management > Users > (user) > Calling > Voicemail by turning on the Voicemail toggle. in context
• The 3 control articles share the site's navigation wording with the other 3 and none of the bulk section's sentences. in context
• The organisation default voicemail passcode also grants access to other user services including the single number reach portal and hoteling and disables hot desk sign-in through the voice portal. in context
• Choosing an external mailbox sends every message to an email address and removes access from the phone the Webex App and User Hub and stops transcription. in context
• Neither voicemail article says what a voicemail leaves in a record: report call detail and log each occur 0 times in both and every occurrence of record is about recording a greeting. in context
• The user voicemail article publishes 5 settings with a bound and no default: message deletion after 1 to 180 days, a passcode change window of 1 to 7 days, passcode expiry of 15 to 180 days, a passcode history of 10 to 24 and a passcode length of 6 to 30. in context
• A mailbox holds a single message of at most 10 minutes and 100 minutes in total or 1000 pages of fax and the total message count includes fax messages. in context
• A voicemail message may be kept in the internal mailbox, sent to an email address, or both. in context
• Voicemails older than 180 days are archived automatically and retrieving an archived voicemail requires a service request to Cisco. in context
• What sends an unanswered Webex Calling call to voicemail is a setting called send calls to voicemail when unanswered, controlled by a number of rings chosen from a list, and neither a default nor a range is published for it. in context
• None of the 3 voicemail articles mentions a call detail record, reporting or call history. in context
• No held document states what happens when a mailbox reaches its storage limit. in context
• The user voicemail article gives 3 different and mutually incomplete statements of what voicemail transcription requires before settling it in one place. disputed in context

Cite this source record

APA

WarmTransfer. (2026, May 28). Configure and manage voicemail settings for a Webex Calling user. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-hc69wk-webex-calling-user-voicemail

BibTeX

@misc{warmtransfer-cisco-help-hc69wk-webex-calling-user-voicemail,
  title  = {Configure and manage voicemail settings for a Webex Calling user},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-hc69wk-webex-calling-user-voicemail},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}