If your business phone service uses Webex Cloud Calling, your voicemail can be managed from your Cisco desk phone, the Webex App, or Webex User Hub.
Use this article if you need to set up voicemail for the first time, reset your voicemail PIN, change your greeting, or access voicemail messages.
Set Up Voicemail for the First Time
When your Webex Calling voicemail is enabled, you may be prompted to create or enter a voicemail PIN the first time you access your mailbox.
To set up voicemail from your desk phone:
- Press the Messages button on your Cisco phone.
- Follow the voice prompts.
- Enter the temporary PIN if one was provided.
- Create a new voicemail PIN when prompted.
- Record your name, if prompted.
- Record a personal greeting, if prompted.
- Save your changes before ending the call.
Your voicemail PIN is used to access your mailbox and manage voicemail options.
How to Reset Your Voicemail PIN
If you forgot your voicemail PIN, or if your PIN is not working, you can reset it from Webex User Hub.
To reset your voicemail PIN:
- Sign in to Webex User Hub.
- Go to Settings.
- Select Calling.
- Open Voicemail.
- Find the Voicemail PIN section.
- Choose the option to reset or change your voicemail PIN.
- Enter a new PIN that meets the security requirements.
- Save your changes.
After resetting the PIN, use the new PIN the next time you access voicemail from your phone or voice portal.
How to Check Voicemail from Your Desk Phone
To listen to voicemail from your Cisco desk phone:
- Press the Messages button on the phone.
- Enter your voicemail PIN if prompted.
- Follow the voice prompts to listen to, save, delete, or manage messages.
If the Messages button does not work, voicemail may not be enabled for your user, or the button may not be configured on your phone.
How to Check Voicemail in the Webex App
If voicemail is enabled for your Webex Calling user, you may also be able to view and listen to voicemail messages in the Webex App.
To check voicemail in Webex:
- Open the Webex App.
- Sign in with your business account.
- Go to the calling or voicemail area.
- Select the voicemail message you want to review.
- Play, delete, or manage the message as needed.
Availability may vary depending on your company’s Webex Calling setup.
How to Change Your Voicemail Greeting
Your voicemail greeting is what callers hear when they reach your mailbox.
To change your greeting from your desk phone:
- Press the Messages button.
- Enter your voicemail PIN.
- Follow the voice prompts for mailbox options.
- Choose the greeting option.
- Record your new greeting.
- Save the greeting before hanging up.
Use a clear greeting that includes your name, company, and when callers can expect a response.
Example:
“You’ve reached Jane Smith at ABC Company. I’m unavailable right now. Please leave your name, number, and a brief message, and I’ll return your call as soon as possible.”
What If You Do Not Know Your Temporary PIN?
If this is your first time setting up voicemail and you do not know your temporary PIN, contact your internal phone system administrator or MCC for help.
MCC may need to reset your voicemail PIN or confirm that voicemail is enabled for your Webex Calling user.
Common Voicemail Issues
You may need help if:
- Your voicemail PIN does not work
- You forgot your voicemail PIN
- The Messages button does not connect to voicemail
- Callers cannot leave messages
- Voicemail messages are not appearing in the Webex App
- Your greeting is not playing correctly
- Your mailbox seems locked
- You are a new employee and voicemail was not set up yet
When to Contact MCC
Contact MCC if you cannot access voicemail, need help resetting a voicemail PIN, or need voicemail enabled or updated for a Webex Calling user.
When requesting help, include:
- Business name
- User’s name
- User’s phone number or extension
- Email address tied to the Webex account
- Desk phone model, if available
- Description of the issue
- Any error message or voice prompt you hear
For faster support, include whether the issue affects one user or multiple users.