How does voicemail to email work?

What arrives in the email

Transcripts are good for scanning and searching but are generated automatically, so names, addresses and numbers are worth confirming against the audio before acting on them.

• Caller ID number and name where available, and which mailbox or group was called.
• Date, time and message length.
• The audio file, playable on a phone or computer.
• A transcript of the message when transcription is turned on for that mailbox.
• A link or instruction to mark the message as heard so the light on the desk phone clears.

Personal and shared mailboxes

Each user has a personal mailbox that emails them directly. Groups and menu options can have their own mailbox, such as "sales" or "after-hours", which emails a shared address or several people at once. Shared mailboxes are the usual answer to "who is checking the messages", because everyone sees the same email and can reply-all to claim it.

Some teams forward voicemail emails into a ticketing or CRM tool via its inbound email address, so each message becomes a task. That is delivered through the tool's own email intake or an automation platform, scoped during planning.

Setting it up

In the admin portal, open Users → the user or group → Voicemail and enter the delivery addresses, then choose whether to attach audio, include a transcript, or both. Choose whether messages are kept in the mailbox after emailing or deleted once sent. A 3CTel specialist can make this change for you and usually configures it during setup.

If voicemail emails stop arriving, check the spam folder and any filtering rule on your mail server first; the address is often the only thing that has changed.