Voicemail For Company And For Users

Where To Upload Voicemail Files

Voicemail files (mp3 format) can be set in two different places:

1) Voicemail For Users – Account > Settings > Team Management tab > Edit user > Call & Voicemail Settings

2) Voicemail For The Business – Account > Settings > Company tab

Understanding Priorities For Voicemail Files:

When a call comes in to a number in Phalera, it will check for a voicemail to play in the following order:

First – Is there a Voicemail file in the user settings of the user this number is attached to? (option 1 above)

Second – Is there a Voicemail file in the Company Settings (option 2 above)

Note: If you’d like to set up voicemail for a Phalera number that forwards to another number, you’ll likely need to set a “Timeout” number, otherwise the call will ring by default for 60 seconds, during which time the voicemail of the forwarding number will usually trigger.

Where To Control Timeout Settings

Timeout numbers can be set in three different places:

1) Account > Settings > Team Management tab > Edit user > Call & Voicemail Settings

2) Account > Settings > Phone Numbers > Pencil Icon for a specific phone number

3) Account > Settings Company Tab

Understanding Priorities For Timeout Settings:

When a call comes in to a Phalera number, it will ring for 60 seconds by default before looking for a voicemail to play unless a Timeout number has been set. Phalera will look for timeout number in the following order:

First – is there a Timeout number in the user settings of the user this number is attached to? (option 1 above)

Second – is there a Timeout number in the phone number settings of this number? (option 2 above)

Third – is there a Timeout number in the Company settings? (option 3 above)

Other Notes: 

If a call comes in to a Phalera number and a Timeout number is found but no voicemail files are found, the following default message will be played: “We are unable to take your call right now. Please leave a message after the beep.”

Timeout numbers are not “connected” with any particular voicemail file, so if, for example, a call comes in and Phalera detects a timeout number set in the User’s settings (but that user doesn’t have a voicemail file) and Phalera finds a voicemail file in the Company settings,Phalera will play the voicemail file from the Company settings after the amount of seconds set in the Timeout field in the User’s settings.