Creating the General Voice Mail Box
- Create the shared General Mail Box (GMB) User †
- The GMB user should be set to "No Portal" user scope
- Ensure to enable voicemail, set up voicemail to email notifications, and any other configurations that the user would like.
- On the GMB User, create a separate phone for each agent that wishes to monitor this account.
E.g. if the shared GMB User is 4301 and needs to be shared by extensions 2004, 2005, 2006, and 2007; you will need to create four phones for the GMB User 4301 (i.e. 4301, 4301a, 4302b, 4302c).
† - If the GMB is built on a queue user, the Yealink device will have a banner indicating that the there is a call foward always in place. This banner cannot be removed. It is best practice to build a shared voice mail on a new "regular" No Portal user
Once these are created you'll have to give the following configuration parameters to the agent extensions, in this case 2004, 2005, 2006, and 2007.
account.2.enable="1"
account.2.label="GMBNAME"
account.2.display_name="GMBNAME"
account.2.auth_name="GMBUSERPHONE"
account.2.user_name="GMBUSERPHONE"
account.2.password="SIPPASSWORD"
account.2.shared_line="1"
account.2.subscribe_mwi="1"
account.2.sip_server.1.address="DOMAINNAME"
account.2.sip_server_host="DOMAINNAME"
account.2.sip_server.2.address="%NULL%"
account.2.outbound_port="0"
account.2.outbound_host="use.interactive.tel"
account.2.outbound_proxy_enable="1"
account.2.transport="0"
account.2.sip_server.1.transport_type="0"
account.2.sip_server.2.transport_type="0"
account.2.naptr_build="0"
Ensure to change the values:
GMBNAME - Name of the General Mailbox - e.g. Service General Mailbox
GMBUSERPHONE - Each monitoring agent will need a unique phone built on the GMB USER - e.g. 4301, 4301a, 4301b, and 4301c
SIPPASSWORD - This is the SIP Password of the phones built on the GMB User
DOMAINNAME - Domain name where the users are built
You may also consider changing the proxy host to be geographically correct to the domain (USW, USC, or USE).
Once the agent's phones have been given the configurations, auto-provision the phones. The phones will be given a new option under Menu > Message > Voice Mail > View Voice Mail; the user should now see two mailboxes, their own and the shared voice mail box.
Accessing the Shared General Mailbox
The monitoring agent has a multiple ways to access the new shared voicemail box.
1. Upon receipt of a new voicemail, the user can tap "Connect" or "View" on the voice mail pop up and then press "Connect" to access the voice mail box.
2. The user can navigate to Menu > Message > Voice Mail > View Voice Mail and select "Connect" on whichever mail box they would like to access.
3. The user can dial 5000 from any phone, it will prompt for the extension of the general mail box, and then the PIN.
4. Lastly, a speed dial can be configured to access the shared voicemail box on demand with the following configuration parameters:
linekey.x.type="13"
linekey.x.line="2"
linekey.x.value="5001"
linekey.x.label="General VM"
Ensure to change the "x" in these configurations to be the correct key they would like to have the speed dial to appear on, you can also change the "label" to be anything.
Working Example
In this case 4503 is the general voice mail box. It is being shared by 4 extensions: 1000, 1001, 1002, and 1003.
The GMB User was built and phones programmed:
Each monitoring agent was given the configuration parameters, extension 1003 wanted a speed dial to the voice mail box:
For extension 1000:
account.2.enable="1"
account.2.label="GMB Service"
account.2.display_name="GMB Service"
account.2.auth_name="4503"
account.2.user_name="4503"
account.2.password="REDACTED"
account.2.shared_line="1"
account.2.subscribe_mwi="1"
account.2.sip_server.1.address="DOMAIN"
account.2.sip_server_host="DOMAIN"
account.2.sip_server.2.address="%NULL%"
account.2.outbound_port="0"
account.2.outbound_host="use.interactive.tel"
account.2.outbound_proxy_enable="1"
account.2.transport="0"
account.2.sip_server.1.transport_type="0"
account.2.sip_server.2.transport_type="0"
account.2.naptr_build="0"
For Extension 1001:
account.2.enable="1"
account.2.label="GMB Service"
account.2.display_name="GMB Service"
account.2.auth_name="4503a"
account.2.user_name="4503a"
account.2.password="REDACTED"
account.2.shared_line="1"
account.2.subscribe_mwi="1"
account.2.sip_server.1.address="DOMAIN"
account.2.sip_server_host="DOMAIN"
account.2.sip_server.2.address="%NULL%"
account.2.outbound_port="0"
account.2.outbound_host="use.interactive.tel"
account.2.outbound_proxy_enable="1"
account.2.transport="0"
account.2.sip_server.1.transport_type="0"
account.2.sip_server.2.transport_type="0"
account.2.naptr_build="0"
For Extension 1002
account.2.enable="1"
account.2.label="GMB Service"
account.2.display_name="GMB Service"
account.2.auth_name="4503b"
account.2.user_name="4503b"
account.2.password="REDACTED"
account.2.shared_line="1"
account.2.subscribe_mwi="1"
account.2.sip_server.1.address="DOMAIN"
account.2.sip_server_host="DOMAIN"
account.2.sip_server.2.address="%NULL%"
account.2.outbound_port="0"
account.2.outbound_host="use.interactive.tel"
account.2.outbound_proxy_enable="1"
account.2.transport="0"
account.2.sip_server.1.transport_type="0"
account.2.sip_server.2.transport_type="0"
account.2.naptr_build="0"
For Extension 1003:
account.2.enable="1"
account.2.label="GMB Service"
account.2.display_name="GMB Service"
account.2.auth_name="4503c"
account.2.user_name="4503c"
account.2.password="REDACTED"
account.2.shared_line="1"
account.2.subscribe_mwi="1"
account.2.sip_server.1.address="DOMAIN"
account.2.sip_server_host="DOMAIN"
account.2.sip_server.2.address="%NULL%"
account.2.outbound_port="0"
account.2.outbound_host="use.interactive.tel"
account.2.outbound_proxy_enable="1"
account.2.transport="0"
account.2.sip_server.1.transport_type="0"
account.2.sip_server.2.transport_type="0"
account.2.naptr_build="0"
linekey.4.type="13"
linekey.4.line="2"
linekey.4.value="5001"
linekey.4.label="GMB Service"