What are the shared voicemail settings?

Below is a list of all the shared voicemail settings and their descriptions.

Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new admin experience. The article below is meant for admins who use to administrate their account. If you're an admin who uses, please visit our GoTo Admin support site for help.


Table 1. Extension
Setting Description
Extension Number A unique three to six-digit number that makes the shared voicemail dialable.
Name The name used to identify the shared voicemail in the admin portal.
Omit from Directory — Optional Removes the shared voicemail from all internal directories.
Omit from Auto Attendant Extension Dialing — Optional Removes the shared voicemail from auto attendant extension dialing.
Table 2. Options
Setting Description
Intercept Incoming Faxes — Optional Allows the shared voicemail to accept incoming calls and faxes. To receive faxes, you must route a phone number to the shared voicemail. Not available in Brazil and Mexico.
Note: You can only send faxes to a single email address. If you need to deliver your faxes to a group, use an email alias (e.g., or create an auto-forward rule in your email client.
Table 3. Associated Extensions
Lists all extensions that are using the shared voicemail as an alternate mailbox.


Table 4. General Options
Setting Description
Time Zone Designates the time zone for the shared voicemail.
Message Review — Optional Gives callers the option to press # to listen to their message and optionally re-record it.
Note: There is no prompt for callers to press # after recording their voicemail. Make sure to include these instructions in the voicemail greeting.
Escape to Operator — Optional Allows callers to press 0 to be transferred, rather than leaving a message.
Table 5. Notification Options
Setting Description
Email Notifications — Optional Sends an email notification when a voicemail is received.
Attach Voicemail Message — Optional Includes an audio file of the voicemail with the email notification.
Delete Message After Sending — Optional Deletes the voicemail from the system after sending the email notification.
Note: Deletion is permanent (we cannot retrieve deleted messages) and will prevent voicemail management from a phone and GoToConnect.
Voicemail Attachment Format Defines the audio file format attached to the email notification.
  • .wav49: Smallest file size, won’t play directly from browser (default).
  • .wav: Largest file size, more compatible with mobile devices.
  • .mp3: Smaller file size.
Email Address The recipient's email address.
Note: You can only send notifications to a single email address. To deliver notifications to a group, use an email alias (e.g., or create an auto-forward rule in your email client.
Tip: Use a specially formatted email address provided by your cell phone carrier to send notifications via text message (SMS). Check with your carrier for more details.
Table 6. Privacy Options
Permanently deletes all voicemails for the shared voicemail.
Table 7. Message Retrieval Options
Setting Description
Say Message Timestamp — Optional System says the time the voicemail was received before playing the message.
Say Caller ID — Optional System says the caller’s phone number before playing the message.
Say Message Duration — Optional System says the duration of the message if it is longer than the specified threshold.
Table 8. Outgoing Message Options
Voicemail Greeting Description
Busy Message — Optional Alternate greeting for use in a dial plan.
Unavailable Message — Optional Default and most common greeting used for a voicemail box.
Temporary Message — Optional When recorded, this message overrides any other voicemail greetings. To remove a temporary message, it must be deleted.
Supported file types for upload:
  • .wav
  • .ulaw
  • .g722
  • .mp3
Note: Uploaded files should not exceed 150 MB.

Voicemail Access

Note: These settings are different if the system permissions are set to use ACLs for voicemail (very uncommon).
Tip: Click Change Password to reset a shared voicemail's password.