When multiple users are tied to a Department, Office, or Contact Center shared line, it is good practice to provide them access to the shared line voicemail to resolve calls that are received after hours or when no agents are available to take a call.
These phone models can set a line key for department voicemails:
Yealink T series
Poly VVX Obi series
Poly UCS series
Add a user to a Department or Contact Center
Before you can add a department voicemail as a line key for a user, the user must first be made an operator in the Department or Contact Center.
Note
You won’t be able to add a department voicemail line key until you add the user to the Department or Contact Center.
To add a user to a Department or Contact Center, go to your Dialpad Admin Settings.
Select Department or Contact Center, then select the desired department
Go to Assigned operators and phones for Departments, or Agents and admins for Contact Centers
In the search field, enter the name of the user you want to add
Note
For Departments, the search field is under the Operators tab.
From the list of results, select the user account
Add a Department or Contact Center voicemail line key
Setting up Group Voicemail with Dialpad requires two line keys:
One for the shared line of the Department or Contact Center
One for the Group Voicemail line associated with that shared line
Note
If you are configuring these lines in a tabbed setup, they must be in the same tab.
To add a Department or Contact Center voicemail line key to a desk phone, go to your Dialpad Admin Settings.
Go to Office > Desk Phones
Navigate to the user’s desk phone and select Options > Configure Deskphone
In an empty line key, select Group Voicemail as the Function
Select the Department or Contact Center as the User/Room/Group
Tip
It’s recommended to add the Shared Department number as a line key in addition to the Department voicemail.
Select Update Device
The desk phone reboots, and the newly configured line keys display on the desk phone screen.