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Gary9
Newcomer
August 30, 2023
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Separate Voicemail Greetings Per Direct Number

  • August 30, 2023
  • 2 replies
  • 11 views

I'm having trouble figuring out how to configure the voicemail greeting.    The situation is that a User account has two direct lines assigned to it.   Each line works fine and can easily switch between them on the Zoom App.  

 

However, I'm having issues trying to set up a new voicemail greeting for the 2nd number.  Ultimately, I need to configure it so that if a call comes in on line 1, they get greeting 1, and if a call comes in on line 2, they get greeting 2.    Is this possible?

 

Thanks!

Best answer by Vinnie

Hello @Gary9 

The User's Voicemail is only one regardless of the amount of telephone lines it has; to achieve what you are looking for, I suggest using Zoom Call Queues:

  1.  Create one CQ1 and CQ2, and assign the user to both CQs:
    • Make sure you give the user access to receive and manage the VMs for both CQs
  2. Assign Number-1 to CQ-1 and Number-2 to CQ2- and now you can configure independently:
    • Open/Close Schedules per line
    • Greeting(s) per line
    • Independent VMs and VM greetings per line
    • Independent Overflows per line
  3. On incoming calls, the user will see from which Queue the call is coming in, hence identify line that was dialed.

 In case you have questions creating/managing Call Queues, take a look to: 

https://support.zoom.us/hc/en-us/articles/360021524831-Managing-Call-Queues

Vinnie

2 replies

Vinnie
Community Champion | Customer
VinnieAnswer
Community Champion | Customer
August 30, 2023

Hello @Gary9 

The User's Voicemail is only one regardless of the amount of telephone lines it has; to achieve what you are looking for, I suggest using Zoom Call Queues:

  1.  Create one CQ1 and CQ2, and assign the user to both CQs:
    • Make sure you give the user access to receive and manage the VMs for both CQs
  2. Assign Number-1 to CQ-1 and Number-2 to CQ2- and now you can configure independently:
    • Open/Close Schedules per line
    • Greeting(s) per line
    • Independent VMs and VM greetings per line
    • Independent Overflows per line
  3. On incoming calls, the user will see from which Queue the call is coming in, hence identify line that was dialed.

 In case you have questions creating/managing Call Queues, take a look to: 

https://support.zoom.us/hc/en-us/articles/360021524831-Managing-Call-Queues

Vinnie

    G
    Newcomer
    Gary9Author
    Newcomer
    August 30, 2023

    Thank you Vinnie.    It took me a little trial and error but I set this up and worked exactly as needed.   Thank you for pointing me in the right direction!

     

      Vinnie
      Community Champion | Customer
      Vinnie
      Community Champion | Customer
      August 30, 2023

      I am happy to help. The Call Queues are such a flexible structure in Zoom Phone that you can give them many additional uses other that the one it was originally intended. I am willing to bet you will find some other good use cases for the Zoom CQs in the future.

      Enjoy.

      G
      Newcomer
      Gary9Author
      Newcomer
      August 30, 2023

      Upon further review, I ran into a bit of a snag.    I'm no longer able to send/receive SMS text messages to those phone numbers.    They both have verified campaigns, but it sounds like I may need an additional feature to enable this.     

       

      Have you had any success with this?   One thing I read suggested that I may need to add the Power Pack to enable SMS texts. 

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