# Troubleshooting Webex Calling voicemail Canonical: https://warmtransfer.net/knowledge/webex-calling-voicemail-troubleshooting Last verified: 2026-09-25 Webex Calling voicemail routing and message delivery depend on location voice portals, user-level toggles, and internal storage configuration[^32][^51][^48]. Diagnosing failures requires checking call routing behavior, PIN policies, mailbox capacity, transcription prerequisites, and email notification paths[^37][^18][^19][^44][^5]. ## Voice portal and call routing Webex Calling voicemail functions only when a voice portal extension is established for the user's location[^32]. The voice portal operates as an IVR interface where callers and users access voicemail mailboxes or change passcodes, utilizing an assigned phone number, extension, or both from the location's configured numbers[^53]. When users are unable to connect to voicemail, Cisco TAC's initial verification step is confirming that the location has a voice portal phone number or extension configured under Location > Calling > Voice Portal > Incoming Call[^37]. Administrators activate a user's mailbox in Control Hub under Management > Users > (user) > Calling > Voicemail via the Voicemail toggle[^51]. If an administrator has not enabled voicemail for the user, that user cannot view voicemail configuration options such as greetings, notifications, or PIN resets within User Hub[^49]. Incoming calls are routed to voicemail through 3 configurable behaviors: - An option that directs all incoming calls directly to voicemail[^33]. - A busy option that routes calls to voicemail while the user is engaged on an active call, playing either a default or custom busy greeting[^34]. - An unanswered option that diverts calls to voicemail after a ring count selected by the administrator or user from a drop-down list[^35]. Under Additional Settings, administrators can configure "Transfer on 0 to another line" to redirect callers who press 0 during the greeting to a specified phone number[^46]. If callers report being unable to leave a message, administrators must verify the Extended Away Greeting; when active, this greeting causes the system to stop accepting new messages entirely[^9]. A user deactivates the Extended Away Greeting by dialing into the voice portal, entering their PIN followed by #, pressing 1 for the mailbox menu, pressing 4 for the Extended Away menu, and pressing 2 to deactivate it[^10]. ## PIN rules, access, and lockouts A user's voicemail PIN must be between 6 and 30 digits in length[^29]. PIN entry is governed by structural validation checks: - By default, a newly submitted PIN cannot match any of the previous 10 PINs used by the account[^28]. - A PIN cannot contain the user's phone number or extension in forward or reverse sequence, nor can it match the current PIN reversed[^30]. - A PIN cannot repeat a pattern, repeat a single digit more than 3 consecutive times, or include more than 3 consecutive digits in ascending or descending numerical sequence[^26]. The user PIN documentation states that administrators can modify voicemail PIN rules only through the Webex Calling API[^31]. Entering an incorrect voicemail PIN 3 times triggers an account lockout, requiring an explicit PIN reset[^18]. Cisco states that administrators cannot adjust or disable this voicemail lockout threshold in Control Hub, describing the behavior as by design[^17]. Administrators can reset a locked PIN in Control Hub by browsing to the user's Calling > Voicemail options and choosing "Reset Voicemail PIN"[^1]. Alternatively, users can reset their PIN directly in User Hub under Settings > Calling > Voicemail by selecting "Reset voicemail PIN", submitting the new code twice[^50]. On desktop Webex App instances, users can access their voicemail messages via the Voicemail button without supplying a PIN, though configuring personal greetings still requires PIN creation[^3]. ## Mailbox storage and message waiting indicators The standard internal mailbox provides storage capacity for up to 10 minutes per recorded message and 100 minutes total[^19]. Fax messaging utilizes this same shared storage allocation, with total system capacity rated at either 100 minutes of voice messages or 1000 pages of inbound faxes[^13]. Administrators can also turn on Voicemail Deletion, causing stored messages to expire automatically after a configured window ranging from 1 to 180 days[^20]. If message storage is switched to an external mailbox, recorded messages are forwarded exclusively to a designated email address and cannot be accessed from a desk phone, the Webex App, or User Hub[^11]. Voicemails routed to an external mailbox do not generate transcriptions[^12]. For desktop and mobile applications, unread messages present a numeric badge counter over the Voicemail icon on desktop clients or over the Calls icon on mobile clients[^2]. For physical endpoints using internal mailbox storage: - Administrators can turn on "Use new message indicator on phone" within the user's Control Hub internal mailbox storage settings to signal the physical desk phone[^21]. - Users can enable the desk-phone indicator independently within User Hub using the "Use the phone's new message indicator" setting[^23]. - When a virtual line associated with a voicemail group is assigned across multiple physical devices, any incoming message illuminates the message waiting indicator (MWI) across all assigned devices, and users access the mailbox using the group PIN[^52]. - WarmTransfer's reading of the sources is that desk-phone MWI does not illuminate when external mailbox storage is selected, as this indicator toggle is only present under internal mailbox configuration and external messages are inaccessible from the endpoint[^22]. ## Delivery, notifications, and transcription Administrators configure voicemail notifications using the "Receive notification of any new voice messages" toggle, with delivery options supporting email, text messaging, or both[^25]. Notification delivery by SMS text message is restricted to phone numbers located in the US and Canada[^24]. Under Additional Settings, the "Email a copy of the voicemail message" option delivers an audio recording of each voicemail to the specified email address[^7]. If voicemail forwarding is disabled, this email copy setting can become unavailable[^6]. Starting 8 May 2024, Webex Calling automated voicemail and call-event emails are dispatched from `postmaster@.bcld.webex.com`, while retaining `webex_comm@webex.com` in the display name, Reply-To header, and X-From header[^8]. If users do not receive voicemail emails, Cisco recommends adding Webex Calling domains (including `*.bcld.webex.com` and `*.webex.com`) to spam and perimeter filter allowlists, though networks already passing `webex.com` uninspected require no change[^5]. Automated transcription requires administrative activation per location in Control Hub via Management > Locations > (location) > Calling > Voicemail transcription[^44]. Even with location transcription active, a user receives message transcripts only if both "Email a copy of voicemail message" and "Use internal mailbox" are selected[^48]. Transcribed voicemail arrives by email with the text embedded in the message body and the audio attached as a.WAV file, while also publishing the transcript within the Webex App[^40]. Cisco TAC identifies 2 primary causes when transcriptions fail to arrive via email: the mailbox storage is not configured for "Use Internal Mailbox", or the mailbox announcement language is not supported[^39]. Help documentation identifies 6 supported transcription languages: - English[^43] - French[^43] - German[^43] - Italian[^43] - Japanese[^43] - Spanish[^43] WarmTransfer's reading of the sources is that Italian and Japanese support was implemented after April 2024, accounting for older TAC troubleshooting documentation that lists only 4 languages[^16]. Furthermore, WarmTransfer's reading of the sources is that because the TAC troubleshooting guide dates to April 2024, administrators should verify its IVR steps, Control Hub paths, and language constraints against current help documentation[^36]. Transcription processing will not generate text output if audio conditions degrade expected accuracy, such as background interference, faint audio, heavy accents, or spoken words from unsupported languages[^45]. Messages forwarded or recorded directly through the voice portal are also omitted from transcription processing[^41]. ## See also - See also [Webex Calling locations and number management](https://warmtransfer.net/knowledge/webex-calling-locations-numbers). - See also [Webex Calling administration APIs and scopes](https://warmtransfer.net/knowledge/webex-calling-apis). - See also [Webex Calling Call Queue as a product](https://warmtransfer.net/knowledge/webex-calling-call-queue). - See also [Webex Calling calling features and feature parity vs UCM](https://warmtransfer.net/knowledge/webex-calling-features). ## Applicability Applies to: Cisco Webex Calling, Cisco Webex Calling User Hub, and Cisco Webex App. Deployments: multi-tenant. Sources checked 2026-09-25. Japanese voicemail transcription is not supported in the Kingdom of Saudi Arabia (KSA) region[^42]. SMS voicemail notifications are supported only for destination phone numbers in the US and Canada[^24]. ## What remains uncertain The schema for the voicemail rules API, including field structures for PIN length, expiration, history, blocked patterns, and failed-login limits, is not covered by the sources below. Device-side causes for MWI failing to light on MPP and third-party desk phones are not covered by the sources below. Voicemail and Do Not Disturb busy-treatment entries on the Webex Calling known issues page are not covered by the sources below. Reconciliation of the transcription language lists across TAC documentation, help documentation, and Webex App English-only statements is not covered by the sources below. The duration of voicemail account lockouts and whether any automatic unlocking timer exists are not covered by the sources below. The specific interaction between Do Not Disturb and send-to-voicemail busy treatment is not covered by the sources below. Voicemail-to-email processing latency and email attachment size limits are not covered by the sources below. The contents of the organization voicemail settings article identified by key `ghmayq` are not covered by the sources below. ## Sources [^1]: An admin resets a user's voicemail PIN in Control Hub from the user's Calling > Voicemail settings with 'Reset Voicemail PIN'. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Reset voicemail PIN for a user. Checked 2026-09-25. [^2]: In the Webex App, unread voicemails show as a badge counter on the Voicemail icon (desktop) or the Calls icon (mobile). Source: [Webex App | Listen to or read your voice messages](https://help.webex.com/en-us/article/8u5983/Webex-Teams-Listen-to-Your-Voice-Messages-Webex-Calling), Voicemail overview / message waiting indicator. Checked 2026-09-25. [^3]: Desktop Webex App users can open voicemail from the Voicemail button without a PIN. Features such as personal greetings still need a PIN to be set. Source: [Webex App | Listen to or read your voice messages](https://help.webex.com/en-us/article/8u5983/Webex-Teams-Listen-to-Your-Voice-Messages-Webex-Calling), Access voicemail. Checked 2026-09-25. [^4]: The Webex App voicemail article gives these reasons a transcript may be missing: the message predates the feature, it is still processing, the audio is unclear, or the message is not in English (disputed). Source: [Webex App | Listen to or read your voice messages](https://help.webex.com/en-us/article/8u5983/Webex-Teams-Listen-to-Your-Voice-Messages-Webex-Calling), Read voice message transcriptions. Checked 2026-09-25. [^5]: If voicemail emails are not arriving, Cisco says to allow the Webex Calling sender domains (for example *.bcld.webex.com and *.webex.com) in spam or email filters. No action is needed if webex.com mail was already getting through unfiltered. Source: [Webex Calling email distribution update for compliance](https://help.webex.com/article/ncbo7tcb), Action required. Checked 2026-09-25. [^6]: The email-copy option can be unavailable if voicemail forwarding is disabled. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Configure additional voicemail settings for a user. Checked 2026-09-25. [^7]: '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. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Configure additional voicemail settings for a user. Checked 2026-09-25. [^8]: Since 8 May 2024, Webex Calling voicemail and call-event emails come from postmaster@.bcld.webex.com. The display name, Reply-To and X-From are webex_comm@webex.com. Source: [Webex Calling email distribution update for compliance](https://help.webex.com/article/ncbo7tcb), Email header changes (before/after). Checked 2026-09-25. [^9]: When a user's Extended Away Greeting is active, Webex Calling voicemail stops accepting new messages and callers cannot leave one. Source: [Troubleshoot Voicemail Issues in Webex Calling](https://www.cisco.com/c/en/us/support/docs/unified-communications/webex-calling/221890-troubleshoot-voicemail-issues-in-webex-c.html), Ensure the Extended Greeting Away is Disabled. Checked 2026-09-25. [^10]: To turn off the Extended Away Greeting, the user calls the voice portal, enters their PIN followed by #, presses 1 for the mailbox, 4 for the Extended Away menu, and 2 to deactivate it. Source: [Troubleshoot Voicemail Issues in Webex Calling](https://www.cisco.com/c/en/us/support/docs/unified-communications/webex-calling/221890-troubleshoot-voicemail-issues-in-webex-c.html), Ensure the Extended Greeting Away is Disabled (procedure steps). Checked 2026-09-25. [^11]: 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. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Message storage (Use external mailbox). Checked 2026-09-25. [^12]: The admin voicemail article says voicemails stored in an external mailbox are not transcribed. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Message storage (Use external mailbox). Checked 2026-09-25. [^13]: Fax messages go into the same storage area as voicemail. Its capacity is described as 100 minutes of voicemail or 1000 pages of fax. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Fax messaging. Checked 2026-09-25. [^14]: 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). Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Send calls to voicemail (custom greeting upload note). Checked 2026-09-25. [^15]: The User Hub voicemail article gives a 960 KB maximum for custom greeting WAV files (8 kHz, 8-bit mono) (disputed). Source: [Configure your voicemail settings](https://help.webex.com/en-us/article/fdkhld/Configure-your-voicemail-settings), Send calls to voicemail (custom greeting note). Checked 2026-09-25. [^16]: Italian and Japanese transcription support was probably added after April 2024. The TAC four-language list is likely stale, not wrong at the time it was written (inferred). Source: [Voicemail transcription for Webex Calling](https://help.webex.com/en-us/article/nkt0zpab/Voicemail-transcription-for-Webex-Calling), Supported languages (compared with TAC 221890 transcription section). Checked 2026-09-25. [^17]: Admins cannot change or disable the voicemail lockout threshold in Control Hub. Cisco describes this as by design. Source: [Unable to Disable WebEx Calling Voicemail Lock Time in Control Hub](https://help.webex.com/article/WBX9000036514/Unable-to-Disable-WebEx-Calling-Voicemail-Lock-Time-in-Control-Hub), Problem / Cause. Checked 2026-09-25. [^18]: After three wrong voicemail PIN entries, the Webex Calling user is locked out and the PIN has to be reset. Source: [Unable to Disable WebEx Calling Voicemail Lock Time in Control Hub](https://help.webex.com/article/WBX9000036514/Unable-to-Disable-WebEx-Calling-Voicemail-Lock-Time-in-Control-Hub), Resolution. Checked 2026-09-25. [^19]: The internal mailbox allows up to 10 minutes per message and 100 minutes in total. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Message storage (Use internal mailbox). Checked 2026-09-25. [^20]: Admins can turn on Voicemail Deletion so messages expire after a set number of days, from 1 to 180. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Voicemail Deletion (organization settings). Checked 2026-09-25. [^21]: With internal mailbox storage selected, admins can turn on 'Use new message indicator on phone' so the desk phone shows the message waiting indicator. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Message storage (Use internal mailbox) - new message indicator option. Checked 2026-09-25. [^22]: 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). Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Message storage (internal vs external options). Checked 2026-09-25. [^23]: Users can turn on the desk-phone message waiting indicator themselves in User Hub with 'Use the phone's new message indicator'. Source: [Configure your voicemail settings](https://help.webex.com/en-us/article/fdkhld/Configure-your-voicemail-settings), Message storage / new message indicator. Checked 2026-09-25. [^24]: Text (SMS) voicemail notifications work only with US and Canada phone numbers. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Enable voicemail notifications for a user. Checked 2026-09-25. [^25]: New-voicemail notifications are turned on with the 'Receive notification of any new voice messages' toggle. Delivery can be by email and/or text. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Enable voicemail notifications for a user. Checked 2026-09-25. [^26]: A voicemail PIN is rejected if it repeats a pattern, uses the same digit more than three times in a row, or has more than three consecutive ascending or descending digits. Source: [Set or reset your voicemail PIN](https://help.webex.com/en-us/article/nbhhvl9/Set-or-reset-your-voicemail-PIN), PIN requirements list. Checked 2026-09-25. [^27]: The user voicemail article says an administrator can set how often a PIN may be changed (1 to 7 days) and when it expires (15 to 180 days). Source: [Configure your voicemail settings](https://help.webex.com/en-us/article/fdkhld/Configure-your-voicemail-settings), Voicemail PIN section. Checked 2026-09-25. [^28]: By default, a new voicemail PIN cannot match any of the user's last 10 PINs. Source: [Set or reset your voicemail PIN](https://help.webex.com/en-us/article/nbhhvl9/Set-or-reset-your-voicemail-PIN), PIN requirements list. Checked 2026-09-25. [^29]: A Webex Calling voicemail PIN has to be 6 to 30 digits long. Source: [Set or reset your voicemail PIN](https://help.webex.com/en-us/article/nbhhvl9/Set-or-reset-your-voicemail-PIN), PIN requirements list. Checked 2026-09-25. [^30]: A voicemail PIN cannot contain the user's phone number or extension, forwards or backwards, and cannot be the current PIN reversed. Source: [Set or reset your voicemail PIN](https://help.webex.com/en-us/article/nbhhvl9/Set-or-reset-your-voicemail-PIN), PIN requirements list. Checked 2026-09-25. [^31]: Admins can change voicemail PIN rules only through the Webex Calling API, per the user PIN article. Source: [Set or reset your voicemail PIN](https://help.webex.com/en-us/article/nbhhvl9/Set-or-reset-your-voicemail-PIN), PIN requirements (admin configurability note). Checked 2026-09-25. [^32]: Webex Calling voicemail only works if a voice portal extension is set up for the user's location. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Enable voicemail for a user (prerequisite note). Checked 2026-09-25. [^33]: A Webex Calling voicemail setting can send all incoming calls straight to voicemail. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Send calls to voicemail (All calls). Checked 2026-09-25. [^34]: 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. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Send calls to voicemail when busy. Checked 2026-09-25. [^35]: 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. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Send calls to voicemail when unanswered. Checked 2026-09-25. [^36]: The TAC voicemail troubleshooting note dates from April 2024. Its Control Hub paths, IVR digits and language list should be checked against current help articles before use (inferred). Source: [Troubleshoot Voicemail Issues in Webex Calling](https://www.cisco.com/c/en/us/support/docs/unified-communications/webex-calling/221890-troubleshoot-voicemail-issues-in-webex-c.html), Document header (Updated date). Checked 2026-09-25. [^37]: Cisco TAC's first check when users cannot reach voicemail is that the location has a voice portal phone number, extension, or both. The path is Location > Calling > Voice Portal > Incoming Call. Source: [Troubleshoot Voicemail Issues in Webex Calling](https://www.cisco.com/c/en/us/support/docs/unified-communications/webex-calling/221890-troubleshoot-voicemail-issues-in-webex-c.html), Ensure Voice Portal Number or Extension is Set for the Location in Control Hub. Checked 2026-09-25. [^38]: The 2024 TAC note names only four supported transcription languages (English, German, Spanish, French), selected through the Announcement Language setting (disputed). Source: [Troubleshoot Voicemail Issues in Webex Calling](https://www.cisco.com/c/en/us/support/docs/unified-communications/webex-calling/221890-troubleshoot-voicemail-issues-in-webex-c.html), Voicemail Transcription Not Arriving at User's Email. Checked 2026-09-25. [^39]: Cisco TAC gives two causes when transcribed voicemails do not arrive by email: message storage is not set to 'Use Internal Mailbox', or the announcement language is not supported. Source: [Troubleshoot Voicemail Issues in Webex Calling](https://www.cisco.com/c/en/us/support/docs/unified-communications/webex-calling/221890-troubleshoot-voicemail-issues-in-webex-c.html), Voicemail Transcription Not Arriving at User's Email. Checked 2026-09-25. [^40]: A transcribed voicemail arrives as an email with the transcript in the body and the recording attached as a .WAV file. The transcript also appears in the Webex App. Source: [Voicemail transcription for Webex Calling](https://help.webex.com/en-us/article/nkt0zpab/Voicemail-transcription-for-Webex-Calling), Delivery of transcription. Checked 2026-09-25. [^41]: Voicemails forwarded or composed through the voice portal are not transcribed. Source: [Voicemail transcription for Webex Calling](https://help.webex.com/en-us/article/nkt0zpab/Voicemail-transcription-for-Webex-Calling), Limitations. Checked 2026-09-25. [^42]: Japanese voicemail transcription is not supported in the Kingdom of Saudi Arabia (KSA) region. Source: [Voicemail transcription for Webex Calling](https://help.webex.com/en-us/article/nkt0zpab/Voicemail-transcription-for-Webex-Calling), Limitations. Checked 2026-09-25. [^43]: Current help articles list six transcription languages: English, French, German, Italian, Japanese and Spanish. Source: [Voicemail transcription for Webex Calling](https://help.webex.com/en-us/article/nkt0zpab/Voicemail-transcription-for-Webex-Calling), Supported languages. Checked 2026-09-25. [^44]: Voicemail transcription is turned on per location in Control Hub: Management > Locations > (location) > Calling > Voicemail transcription, with the transcribe toggle switched on. Source: [Voicemail transcription for Webex Calling](https://help.webex.com/en-us/article/nkt0zpab/Voicemail-transcription-for-Webex-Calling), Enable voicemail transcription for a location. Checked 2026-09-25. [^45]: No transcript is produced when overall quality or accuracy would be poor, for example because of background noise, low audibility, unsupported-language words or heavy accents. Source: [Voicemail transcription for Webex Calling](https://help.webex.com/en-us/article/nkt0zpab/Voicemail-transcription-for-Webex-Calling), Limitations / when transcription is not generated. Checked 2026-09-25. [^46]: The Additional Settings option 'Transfer on 0 to another line' sends callers who press 0 during the greeting to a configured phone number. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Configure additional voicemail settings for a user. Checked 2026-09-25. [^47]: The transcription article says the transcript is emailed when either 'Email a copy of message' or 'Use external mailbox' is enabled. This conflicts with the admin and voicemail group articles, which say external-mailbox voicemails are not transcribed (disputed). Source: [Voicemail transcription for Webex Calling](https://help.webex.com/en-us/article/nkt0zpab/Voicemail-transcription-for-Webex-Calling), Enable voicemail transcription (email delivery note). Checked 2026-09-25. [^48]: Besides the location toggle, a user only receives transcriptions if both 'Email a copy of voicemail message' and 'Use internal mailbox' are selected. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Enable voicemail transcription for a user. Checked 2026-09-25. [^49]: If a user cannot see voicemail settings such as PIN reset, greetings or notifications in User Hub, the administrator has not enabled voicemail for them. Source: [Set or reset your voicemail PIN](https://help.webex.com/en-us/article/nbhhvl9/Set-or-reset-your-voicemail-PIN), Introductory note on administrator enablement. Checked 2026-09-25. [^50]: Users can reset their own voicemail PIN in User Hub under Settings > Calling > Voicemail by choosing 'Reset voicemail PIN', typing the new PIN twice and submitting. Source: [Set or reset your voicemail PIN](https://help.webex.com/en-us/article/nbhhvl9/Set-or-reset-your-voicemail-PIN), Set or reset your voicemail PIN (procedure). Checked 2026-09-25. [^51]: An admin enables a user's voicemail in Control Hub under Management > Users > (user) > Calling > Voicemail by turning on the Voicemail toggle. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Enable voicemail for a user. Checked 2026-09-25. [^52]: For a voicemail group on a virtual line shared across several devices, a new message turns on MWI on all of those devices. Users retrieve messages with the mailbox PIN. Source: [Manage a shared voicemail and inbound fax box for Webex Calling](https://help.webex.com/en-us/article/mcjd4u/Manage-a-Shared-Voicemail-and-Inbound-Fax-Box-for-Webex-Calling), Voicemail group with virtual line (MWI note). Checked 2026-09-25. [^53]: The Webex Calling voice portal is an IVR where users can reach their voicemail and change their passcode. It takes a phone number and/or extension from those configured for the location. Source: [Configure voice portals for Webex Calling in Control Hub](https://help.webex.com/en-us/article/nojp8ej/Configure-voice-portals-for-Webex-Calling-in-Control-Hub), Configure voice portals for Webex Calling in Control Hub (intro and Incoming Call step). Checked 2026-09-25.