# Voicemail Record greetings with AI voices, get voicemails by email with transcripts, and listen from the softphone, the dashboard, or your desk phone. Created: September 16, 2026 Updated: September 16, 2026 ## Overview When a call isn't answered within the ring timeout, the caller hears a greeting and can leave a message. VINSI saves the recording, transcribes it, emails it (with the audio attached), lights the message light on desk phones, and shows it in the softphone and dashboard. Voicemail is available for phone numbers on VINSI's Telnyx network. Each member has one voicemail box shared by all their devices. ## Set Up Voicemail ### For a Member 1. Go to **CRM → Admin → Phone Settings → Member Phones** (administrators). 2. Make sure the member has a phone number and **Inbound** is on. 3. Turn on the **VM** switch, then click **Set up** (or **Edit VM**). 4. Set **Ring timeout** — seconds to ring before voicemail answers (5–120, default 25). 5. Create the greeting (below) and click **Save voicemail**. Per-phone options — voicemail on/off, ring seconds, and extra email recipients — are also in **Edit Phone → Voicemail** for desk phones. ### Create a Greeting 1. Choose a **Voice** (ElevenLabs voices first, then other providers). 2. Type the **Greeting script** (up to 800 characters), or click **AI Generate** to draft one. Use **AI Polish** to tidy wording. 3. Click **Preview** to hear it. 4. Click **Save voicemail**. The current saved greeting has its own player so you can check it anytime. Example: "Hi, you've reached Jordan at Acme Plumbing. I'm helping another customer — leave your name, number, and a short message and I'll call you back today." ### Hunt Groups & Main Line - **Hunt groups** — edit the group in **Hunt Groups** and use **Set Up Greeting** in its Voicemail section. Set a **Notification email** and CC recipients. See [Hunt Groups](https://docs.vinsi.ai/telephony/huntGroups). - **Main (default) line after hours** — in **Phone Settings → Settings → Business Hours**, choose **Voicemail** for after-hours calls, then **Set Up Greeting** and fill in **Voicemail notification emails**. - **Call queues** — callers can overflow to voicemail; set the queue's notification email. See [Call Queues](https://docs.vinsi.ai/telephony/queues). ## Email Notifications Each new voicemail sends an email titled **New voicemail from ** with: - Caller, length, and time received (in your organization's time zone). - The **transcript** (if it's still processing, the email says so). - A **Play Voicemail** button — works without signing in and expires after 7 days. - The message as an MP3 attachment (when conversion finishes in time). | Who receives it | | ------------------------------------------------------------------- | | 1\. The member who owns the number that was called | | 2\. Otherwise the hunt group's (or queue's) notification email | | 3\. Otherwise the main line's voicemail notification email | | Plus any CC recipients set on the desk phone, number, or hunt group | Members using the VINSI mobile app also get a push notification. ## Listening to Voicemail ### Softphone Click the envelope icon in the softphone header (a red badge shows unread messages). Search by caller, number, or transcript; sort by **From**, **When**, or **Length**; click **Play** (marks it read) or the trash icon to delete. ### Voicemail Page **Phone → Voicemail** lists voicemails addressed to you under **Inbox** and **Archived**, with the transcript and a player for each. Use **Download** (MP3), **Archive** / **Restore**, or **Delete** (permanent). ### Desk Phone (\*97) Press the **Message** key or dial `*97`. You hear how many messages you have; each plays with the date and time it was received. Press a key at any time: | Key | Action | | ------- | -------------------- | | 1 | Next message | | 3 | Call the sender back | | 7 | Delete the message | | 9 | Replay the message | | \* or # | Exit | If you don't press anything, the next message plays after a few seconds. The newest 20 messages are available by phone. ## Admin Voicemails Tab Administrators can see every voicemail in the organization — members, hunt groups, queues, and after-hours — in **Phone Settings → Voicemails**. Filter by recipient, switch between Inbox and Archived, page through results (25, 50, or 100 per page), and play, download, archive, restore, or delete on anyone's behalf. ## Missed Calls When a call rings out and no voicemail is left, the member gets a **Missed call from ** email with a **Call Back** button that opens the softphone. Every missed call also appears in the softphone's **Missed calls** list and the call logs. ## Troubleshooting | Problem | What to check | | -------------------------------------------- | ------------------------------------------------------------------------------------------------------ | | The VM switch is greyed out | The member needs a phone number with **Inbound** on, and the number must be on VINSI's Telnyx network. | | Calls go to voicemail too fast (or too slow) | Change the **Ring timeout** in the greeting window or Edit Phone → Voicemail. | | No voicemail email | Check spam, the member's email address, and the hunt group / main-line notification emails. | | Email has no transcript | Transcription may still be running; open the voicemail in the dashboard later. | | "Play Voicemail" link doesn't work | Links expire after 7 days — listen in the dashboard instead. | | Message light stays on | Play or delete the voicemail in the dashboard; the light updates when messages are read or deleted. |