Shared Voicemail

[biggreyphone]

I recently complete a new 3CX system using Fanvil 6U phones for each user. I would like all my employees to be able to share a "general" voicemail message box. This line would not be used for calls, but only for messages. As an example, employee 1 may be there in the morning, and employee 2 [using another phone] may be there in the afternoon. I need all employees to have access to this general voice mailbox and see there is a message alert. In my previous PBX, I created a shared line/user on a second line for all users and when a message was left the MWI would light up for this second line. What is the best way to accomplish this in 3CX?

 

[SteveITS]

Generally we set the email notification of the voicemail, and send that to a shared mailbox or distribution list. They can log in to listen in a client or via x999.

 

[leejor]

The only way to have the MWI light on multiple sets, is to have the same extension appear on each of the sets, which is unsupported. The set will also have to allow MWI for more than one extension, if you also want it to light for the "main" extension. on the st as well.

 

[biggreyphone]

That is exactly what I would like to do. How do I set up the MWI for that shared extension on multiple phones?

The only way to have the MWI light on multiple sets, is to have the same extension appear on each of the sets, which is unsupported. The set will also have to allow MWI for more than one extension, if you also want it to light for the "main" extension. on the st as well.

 

[biggreyphone]

Thank you for the reply. How do you set up and monitor a shared mailbox?

Generally we set the email notification of the voicemail, and send that to a shared mailbox or distribution list. They can log in to listen in a client or via x999.

 

[SteveITS]

Thank you for the reply. How do you set up and monitor a shared mailbox?

When I wrote "send that to a shared mailbox" I meant like a Shared Mailbox in Exchange/365 or some other email system that everyone reads.

You might vote in this thread for a company/shared voicemail.

 

[leejor]

The only way to set up MWI, for a shared extension, on multiple sets, is at add the extension manually, or create a custom template, rendering the set unsupported. Some people can live with that, some can't.

If you experience issues, and are required to submit a trouble ticket, you'd have to change the sets, so that they were again, supported.

 

[VoIPTools]

I concur with @leejor about creating a secondary account on all your phones. However, as an alternative, you could also look at our 3CX Voicemail Manager tool. Our tool provides an enhanced group voicemail feature. Our tool turns on the MWI on each extension that belongs to the group, and when anyone in the group listens to the voicemail, it turns off the MWI for everyone. That way you do not have multiple people chasing the same customer. It also performs voicemail archival, group access to voicemails through a simple web interface, reporting, retention policy, and voicemail escalation, and more.

 

[biggreyphone]

I set this up as a hunt group with the voicemail going to all those in the hunt group via email. This is a medical office, and the staff has indicated they do not like listening to the VM on their computer since it is less private which I had not thought of. I am using a hosted 3CX system. Is it hard to set up an extension manually and is there a how to/wiki for this?

 

[leejor]

Is it hard to set up an extension manually and is there a how to/wiki for this?

It is all going to depend on the make/model of the set. Some require that the set download a configuration file, and some can be configured with a GUI. In some cases you can simply modify the template,but making the set unsupported.
https://www.3cx.com/docs/custom-ip-phone-templates/

 

[SteveITS]

staff has indicated they do not like listening to the VM on their computer

3CX can send the email notification without the voicemail attached, and the person can dial 999 to listen to it. (999, then # instead of a PIN, enter extension, enter PIN)

 

[leejor]

If the people wishing access to a common mailbox were located in the same (small) office. You might consider having a common MWI, such as a lamp, mounted on a wall or ceiling, visible to all. This could be driven by an ATA (along with a suitable display device), provisioned with the extension of the mailbox. Anyone seeing the lamp, could call into the extension and retrieve the voicemail. Of course, this may not be suitable for your situation.

 

[biggreyphone]

That is very MacGyver like. I have set up my entire PBX and provisioned many phones on my own but not quite sure how I would set the MWI on a lamp via the ATA and 3CX. It definitely would work in my small office.... Just not sure how to set up the ATA to the MWI/lamp [and what type of lamp would one use???]. Very very interesting.

Also I was looking at the wiki for Creating Custom IP Phone Templates. It says to go to the Management Console>Settings>Templates. When I go to console>settings, I do not see any choice for Templates. Not sure if this instruction is out of date or I am looking in the wrong spot.

 

[leejor]

Just not sure how to set up the ATA to the MWI/lamp [and what type of lamp would one use???].

If you do a Google search, one company called Sandman, has a bright MWI, made to be visible by a number of people. I'm sure that there are others as well. It would simply plug into an ATA that is capable of FSK MWI. (assuming that is the type used in your area).

Which 3CX version, and is it locally, or remotely hosted?

https://www.3cx.com/community/threads/custom-template-locations.78693/

 

[biggreyphone]

Im using a hosted version with the 3CX SBC and Fanvil 6U phones

 

[leejor]

OK...but, is it hosted by 3CX, or someone else? That may make a difference.

https://www.3cx.com/community/threads/custom-phone-templates-with-3cx-hosted.77357/

 

[biggreyphone]

sorry, hosted by 3CX

 

[biggreyphone]

does a hosted 3CX [by them] use FSK?

 

[leejor]

FSK is the type of Caller ID, and message waiting, transmission used by Bellcore and some others.It's use will be determined by the options you choose, on the ATA you are using. It has nothing to do with where 3CX is hosted. The alternative MWI, used in North America is/was 90 VDC to drive a neon bulb, not as common these days. Some ATA's are capable of using either. Other methods may be used in other countries.
A SIP set does not use this.