Voicemail / Mailbox Master Guide

Limits and defaults

Create or edit a mailbox

1. Log in to the Cytracom Partner Portal at secure.cytracom.net.
2. Click PBX, then open the Mailboxes tab.
3. To create a mailbox, click + New. To change an existing one, click its edit button.
4. Fill in the settings. The fields marked * are required. Each setting is explained below.
5. Click Submit.

Mailbox settings explained

The mailbox settings page: General Settings, Notifications and Advanced Settings

General Settings

Notifications

Hover over the ⓘ icon next to Email to notify for the email whitelisting tip

After you enter an email address, Attach Voicemail and Voicemail Transcription appear

Tip: If notification emails aren't arriving, add notifications@cytracom.com to your email system's safe senders list. Hover over the ⓘ icon next to the field to see this reminder.

Advanced Settings

Mailbox menu (phone keys)

After you enter your PIN from a phone, use these keys:

Until you set up your own greeting, callers hear the default greeting:

“The person at extension ___ is not available.”
Followed by the instructions: “Record your message at the tone. Press any key or stop talking to end the recording.”

Turn on Skip Voicemail Instructions if you don't want callers to hear the instructions. There are five ways to add your own greeting:

Option 1: Record by phone

1. From a phone on your account, dial * followed by the mailbox number (for example, *105).
2. Enter the PIN when prompted.
3. Press 5 for Advanced options.
4. Press 1 to record your greeting, or 3 to record your name. Follow the prompts.

Option 2: Upload a recording

1. Open the mailbox in the portal (PBX > Mailboxes > edit).
2. Under Mailbox Greeting and Name Recordings, click Upload Greeting (or Upload Name).
3. Choose a mono-channel .mp3 or .wav file up to 5 minutes long.
4. Click Submit.

Option 3: Text-to-speech greeting

Type your greeting and the portal turns it into a spoken recording.

1. Open the mailbox in the portal and go to Advanced Settings > Text-to-Speech Greeting.
2. Choose a Voice from the list. To hear the voices first, expand Voice Previews and play the sample clips.
3. In Transcript, type what you want callers to hear.
4. Optional: click Clean Up Text to improve how acronyms and unusual words are pronounced.
5. Optional: expand Advanced Voice Settings to fine-tune the voice.
6. Click Generate to create the greeting, then listen to it.
7. Click Submit to save the mailbox.

Option 4: Use the Cytracom Desktop app

Users can record or upload their own greeting in the Desktop app. See Desktop app: change your greeting.

Option 5: Use the Cytracom mobile app

Users can record or upload their own greeting in the mobile app (new UI). See Mobile app: change your greeting.

Transcription sends a written copy of each voicemail with the notification email, and shows it in the portal and the Desktop app.

C2 pricing plan: Transcription is turned on automatically, so the toggle doesn't appear and you can skip these steps.

1. Log in to secure.cytracom.net and click PBX > Mailboxes.
2. Click edit on the mailbox.
3. In Notifications, enter one or more addresses in Email to notify, separated by commas.
4. Turn on Voicemail Transcription (shown as Voice-to-Text on some accounts).
5. Click Agree to accept the terms and conditions.
6. Click Submit.

Where to read transcripts:

• Email: In each voicemail notification.
• Portal: PBX > Voicemail > List.
• Desktop app: Open the Voicemail tab and expand a message. See Desktop app.
• Mobile app: Tap a message in Voicemail. See Mobile app.

Important: viewing voicemail in an app turns off the desk phone's message light. When you open a mailbox in the Desktop app, the mobile app or the secure portal, its new messages are marked as heard. Any desk phone set up to monitor that mailbox stops flashing its message waiting (MWI) light, even if nobody has listened to the messages on the phone. If a team relies on the desk phone light, check those messages from the phone.

From a Cytracom desk phone or app

1. Dial * followed by the mailbox number. For example, dial *105 for mailbox 105, or *999 for the general mailbox.
2. Enter the PIN when prompted.
3. Follow the voice prompts. See Mailbox menu for the keys.

This works only from a phone on the same account as the mailbox. Anyone on the account who knows a mailbox's number and PIN can open it.

Open a different mailbox

If you reach another mailbox's greeting, press *, then:

1. Enter the mailbox number followed by #.
2. Enter the PIN followed by #.

In the Desktop or mobile app

See Desktop app: check your voicemail or Mobile app: check your voicemail.

From the web (admins)

1. Log in at secure.cytracom.net with your admin credentials.
2. Click VOICEMAIL at the top of the page.
3. Choose the mailbox from the drop-down and click Submit.

Check your voicemail

1. Open the Voicemail tab (next to My Team, My Calls and Parked).
2. Each voicemail shows the caller's name and number, the day it arrived and its length. To find one, type a name or number in Search voicemails.
3. Click ▷ to play a message, or click the arrow (˅) to expand it and see the action icons and transcription.

The Voicemail tab in the Desktop app (example data)

An expanded voicemail with playback, action icons and the transcription (example data)

Voicemail icon key

Voicemail action icons, numbered to match the table below

The transcription appears only if Voicemail Transcription is turned on for the mailbox. See Voicemail transcription.

Change your greeting

Open Settings. The Greeting and Mailbox sections control your own voicemail.

Desktop app Settings: the Greeting and Mailbox sections

Listen to your current greeting: In Settings > Greeting, click the play button. The date your greeting was last changed shows under Update.

To change it, click Update in the Greeting section, then choose one of these options.

Click Update, then choose Upload new or Record new

Upload new

1. Click Update > Upload new.
2. In the file window that opens, choose your greeting file. Use a mono-channel .mp3 or .wav file up to 5 minutes long.
3. Click Open. Your new greeting replaces the old one.

Record new (uses your computer's microphone)

1. Click Update > Record new. The Record new voicemail greeting window opens.
2. Click the blue record button and speak your greeting. The Mic Feedback bars move while the app hears you. If they don't move, check that the right microphone is selected and allowed.
3. Click the record button again to stop.
4. To start over, click the reset arrow (↺) and record again.
5. Click Save. Click Cancel to close without changing your greeting.

The Record new voicemail greeting window

Mailbox settings in the Desktop app

In Settings > Mailbox:

These steps are for the new mobile app design. To turn it on, tap your profile icon, then Settings > Early Access > Use New UI.

Check your voicemail

1. Tap Voicemail in the bottom bar. A red badge shows how many new voicemails you have.
2. Each voicemail shows the caller's name and number, the date and its length. A dot (●) marks new messages. To find one, use Search Voicemails.
3. Tap a voicemail to open it. You'll see the date and time it arrived, the player, the actions and the transcription.

Mobile app: the voicemail list (left) and an opened voicemail (right) (example data)

The transcription appears only if Voicemail Transcription is turned on for the mailbox. See Voicemail transcription.

Change your greeting

1. Tap your profile icon in the top-left corner.
2. Tap Settings at the bottom of the menu.
3. Under Calls, tap Voicemail Greeting.

Mobile app: tap your profile icon, then Settings, then Voicemail Greeting (example data)

The Voicemail Greeting page plays your current greeting and shows when it was last updated. Then choose one of these options:

Record new greeting (up to 1 minute)

1. Tap Record new greeting.
2. Tap Start recording and speak your greeting. Tap Cancel to close without recording.
3. When you finish, the Preview greeting window opens. Tap ▶ to listen to it.
4. Tap Save to use it, or Record again to try again.

Upload new greeting

1. Tap Upload new greeting.
2. Choose a WAV or MP3 file from your phone, up to 2 MB.

Mobile app: the Voicemail Greeting page, the Record greeting window and the Preview greeting window

In the mobile app, recordings can be up to 1 minute and uploads up to 2 MB. For longer greetings (up to 5 minutes), upload the file in the portal or the Desktop app.

Send a caller straight to someone's mailbox without ringing their phone:

1. During the call, press the Transfer key.
2. Dial the extension number followed by *. If the mailbox number is different from the extension, dial the mailbox number instead.
3. Press the Transfer key again. The caller goes to that mailbox's greeting.

Want a one-touch key for this? Your system administrator can program a transfer-to-voicemail key on the phone.