Mailbox Module Overview

The Mailbox Module allows callers to leave a voice message, ensuring accessibility outside of normal operating hours or in specific scenarios.

Common Use Cases

• Handling calls outside opening hours.
• Offering voicemail as an option in a Regular Menu.
• Managing high call volume during rush hours when queue wait times become excessive.
• Providing a message facility for users who are not in the office.

Mailbox as a Router Exception

When a Mailbox is used for Router exception handling, callers leave a message, and an available agent is notified.

• The agent can access the message box and take further action.

Mailbox for Individual Users

If a Mailbox is configured for a specific user, it includes additional functionalities:

• Playing a Prompt with transfer options (e.g., transfer to an operator or secretary).

Mailbox Schedules

Some mailbox settings may appear in bold, indicating restrictions in the Mailbox Profile.

Call Redirection Options

• Operator Redirection – Callers can dial "0" to transfer to the Operator
• Alternative Phone Number – Callers can dial "1" to transfer to an alternative extension.

Note: The user must include redirection options in their greeting message.

Setting Up Mailbox Functionality

For proper mailbox operation, the following components are required:

1. Mailbox Profile

• Must be created before setting up a Mailbox.
• Enables or disables specific Mailbox functions.

2. Message Box Ownership

• Each Mailbox must have at least one owner.
• Owners can modify settings and permissions.

3. Message Box Users

• Users can listen to messages but cannot modify core Mailbox settings.

4. Mailbox Setup

• Create a Mailbox for each required User or Department.
• Initial settings are inherited from the Mailbox Profile.

5. Voice Channel Configuration

• Set up a dedicated voice channel for mailbox access.

Note: Mailbox Owners and Users must also be defined as Users in Resources.

Creating a New Mailbox

1. Access Mailbox Settings

• In the Explorer Pane, navigate to Phone & Text > Mailbox.
• A list of existing Mailboxes will be displayed.

2. Add and Configure a New Mailbox

Click Add to create a new Mailbox.

Configure the following settings:

• Active Status:
  • If Active, callers can leave voicemail messages.
  • If Inactive, the system follows the Mailbox Profile settings.
• Name:
  • Use a department/service name for shared mailboxes.
  • Use the owner's name for personal mailboxes.
• Number:
  • Enter a unique number for the mailbox.
  • The number must match the owner’s OfficePhone extension (if forwarded to voicemail).
• Profile:
  • Select a Mailbox Profile from the dropdown.
  • Ensure "Set Archived" is inactive in the profile settings.
• Playback Settings:
  • Play Menu After Message – Enables message menu options after each voicemail:
    • 1 = Repeat message.
    • 2 = Archive message.
    • 8 = Callback the caller.
    • 9 = Delete message.
  • If disabled, the menu is played only when pressing * while listening.
• Message Waiting Indication (MWI):
  • Enable notification settings.
• Routing Options:
  • Route Messages – If enabled, messages act as exception exits in a Router.
  • Router/Priority – Defines the routing priority for messages assigned to specific agents or groups.

Click Save Changes to store the Mailbox configuration.

Assigning Mailbox Owners & Users

After creating a new mailbox:

1. Select the Mailbox from the list.
2. Navigate to the Mailbox Users & Owners Tab.
3. Click Add to assign Owners or Users.

User Assignment Settings

• Select a User from the dropdown.
• User Type:
  • Owner – Has full administrative rights over mailbox settings.
  • User – Can listen to messages and modify limited settings.