Where To Upload Voicemail Files
Voicemail files (mp3 format) can be set in two different places:
1) Voicemail For Users/ Agents - Settings > Team Management tab > Edit user > Call & Voicemail Settings
2) Voicemail For Your Company - Settings > Company tab
Understanding Priorities For Voicemail Files:
When a call comes into a SalesInvite number, the system 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 Twilio 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 SalesInvite number that forwards to another number, you'll likely need to set a call "Timeout", 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) Settings > Team Management tab > Edit user > Call & Voicemail Settings
2) Settings > Phone Numbers > Pencil Icon for a specific phone number
3) Settings Company Tab
Understanding Priorities For Timeout Settings:
When a call comes in to a SalesInvite number, it will ring for 60 seconds by default before looking for a voicemail to play unless a "Timeout" has been set. The system will look for a timeout in the following order:
First - is there a Timeout in the user settings of the user this Twilio number is attached to? (option 1 above)
Second - is there a Timeout in the phone number settings of this number? (option 2 above)
Third - is there a Timeout in the Company settings? (option 3 above)
Other Notes:
If a call comes in to a SalesInvite number and a Timeout 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."
Timeouts are not "connected" with any particular voicemail file, so if, for example, a call comes into a SalesInvite number and the system detects a timeout set in the User's settings (but that user doesn’t have a voicemail file) and the system finds a voicemail file in the Company settings, SalesInvite will play the voicemail file from the Company settings after the amount of seconds set in the Timeout field in the User's settings.