How Can We Help?

< All Topics
Print

Voicemail For Company And For Users

WHERE TO UPLOAD VOICEMAIL FILES

Voicemail files (mp3 format) can be set in two different places:

VOICEMAIL FOR USERS

STEP 1: Go to Settings and select Team Management tab

STEP 2: Click Edit User. A pop-up will appear, select Call & Voicemail Settings

 

 

VOICEMAIL FOR BUSINESS

STEP 1: Go to Settings and select Company tab

STEP 2: Scroll down and look for Call & Voicemail Settings section

 

Understanding Priorities For Voicemail Files:

When a call comes in to a Twilio number, Vintory will check for a voicemail to play in the following order:

First – Is there a Voicemail file in the user settings of the user this Twilio number is attached to? (option 1 above)
Second – Is there a Voicemail file in the Company Settings (option 2 above)

 

Note: If you’d like to set up voicemail for a Twilio number that forwards to another number, you’ll likely need to set a “Timeout” number, otherwise the call will ring by default for 60 seconds, during which time the voicemail of the forwarding number will usually trigger.

 

Where To Control Timeout Settings

Timeout numbers can be set in three different places:

  1. Sub Account > Settings > Team Management tab > Edit user > Call & Voicemail Settings
  2. Sub Account > Settings > Phone Numbers > Pencil Icon for a specific phone number
  3. Sub Account > Settings Company Tab

 

Understanding Priorities For Timeout Settings:

When a call comes in to a Twilio number, it will ring for 60 seconds by default before looking for a voicemail to play unless a Timeout number has been set. Vintory will look for timeout number in the following order:

First – is there a Timeout number in the user settings of the user this Twilio number is attached to? (option 1 above)
Second – is there a Timeout number in the phone number settings of this number? (option 2 above)
Third – is there Timeout number in the Company settings? (option 3 above)

 

Other Notes:

If a call comes in to a Twilio number and a Timeout number is found but no voicemail files are found, the following default message will be played: “We are unable to take your call right now. Please leave a message after the beep.”


Timeout numbers are not “connected” with any particular voicemail file, so if, for example, a call comes in to a Twilio number and Vintory detects a timeout number set in the User’s settings (but that user doesn’t have a voicemail file) and Vintory finds a voicemail file in the Company settings, Vintory will play the voicemail file from the Company settings after the amount of seconds set in the Timeout field in the User’s settings.