Voicemail Manager

Every voicemail, read, shared and escalated.

Voicemail Manager brings your 3CX voicemail into one web portal. Read messages as text, share them with a group, and email unheard voicemails to someone else after the minutes you set.

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Transcripts by email
Email escalation for unheard messages
AI summaries and action items

The Voicemails page of Voicemail Manager, listing each voicemail with its extension, caller, duration and the dates it was created, notified, heard and deleted

Why teams switch

Take voicemail out of individual mailboxes.

Messages stop depending on one person checking one mailbox. They arrive as text, reach a group, and move on if nobody listens.

Voicemail left in each mailbox

With Voicemail Manager

You have to listen to a message to find out what it says.

Each voicemail is emailed with a text transcript, and the audio can be attached as an MP3.

A message waits in one person's mailbox while they are out.

If a voicemail in an extension group stays unheard for the minutes you set, it is emailed to the people you list.

A message meant for the whole team is passed along by hand.

A group voicemail box sends every message left in it to each member of its distribution group.

Finding an old message means listening through them one by one.

Search and filter every voicemail in one portal, with the dates it was created, notified, heard and deleted.

Managers only hear about a message when someone mentions it.

Department managers can open and handle the voicemails of their team members.

Old voicemails pile up until someone clears them out.

Retention rules delete old voicemails on a schedule and keep compressed MP3 copies in an archive.

More than one person can pick it up

Group voicemail boxes and email escalation give each message a next person to go to.

Read it instead of playing it

Transcripts by email, plus optional AI summaries and action items, show what a caller needs at a glance.

A record of every message

Reports show when each voicemail was created, heard and deleted, and export to CSV, PDF, XLS or XLSX.

Escalation

When a voicemail sits unheard, it goes to someone else.

Choose a 3CX extension group, set the minutes, and list who should get the message next. For example, sales voicemails can go to the sales manager when a salesperson is away.

A voicemail is left
A caller leaves a message for any extension in the group you chose.
It stays unheard
Nobody listens within the minutes you set for that group.
It is emailed on
The voicemail goes to the email addresses you listed, one or more.

Escalation page with two rules: the SALES group escalating after 30 minutes and the Reception group after 120 minutes, each to an email address

Separate rules for each extension group, each with its own delay and addresses.

Optional AI

Know what a caller wants before you press play.

Turn on AI for the extensions that need it. Voicemail Manager transcribes each message, and AI pulls out the details your team would otherwise listen for.

TranscriptsThe full message as text, searchable in the portal and included in reports.
Summaries, key points, action items and sentimentAn AI prompt for each, which you can switch on or off.
Your own questionsSave questions like "Did the caller leave a callback number?" and reuse them on future messages.
Only where you want itChoose which extensions use AI, so you only spend on the mailboxes that need it.

The AI features connect to OpenAI with your own API key. Transcription also lists a Google Cloud account in the requirements.

Transcription tab of a voicemail showing the full message as text, with an Analyze button

Key Points tab listing the purpose, action items and objective of a voicemail

Open AI Prompts Settings listing the Key Points, Summary, Action Items and Sentiment prompts, each marked active

Inside Voicemail Manager

Play it, share it, and keep a record of it.

A web portal your team opens in a browser, signing in with their 3CX extension.

Web portal

Play, forward and email any message.

Open a voicemail to play it, email it, download it, or forward it to other extensions with a recorded introduction that plays before the original message.

An audio visualizer to find the part that matters and skip silence
Play the original or the archived copy
A mark shows if a recording may have been changed

Voicemail Details window playing a voicemail, with a waveform, playback controls, a green check mark, and Email Voicemail and Download Voicemail buttons

Group voicemail

Share one mailbox with the whole team.

Pick a 3CX voicemail box, name the group and choose its members. Every message left in that box is sent to each member, so one person being out does not hold it up.

One message to every employee, or to one department
Choose members from your 3CX extensions
Edit or remove groups at any time

Group Settings window with a voicemail box, group name, description and a list of member extensions with checkboxes

Reports

See the history of every voicemail.

The Reports page lists each voicemail with the caller, its length, its transcript and when it was created, notified, heard and deleted. Group rows by any column and export the result.

Group by extension, caller or any other column
Export to CSV, PDF, XLS or XLSX
Shows deleted voicemails with their deletion date

Voicemail Report grouped by extension, with caller, duration, flags, dates, file name and transcript columns, and export buttons

Where it helps

Built for offices where voicemail is work.

Property and field services

A service request lands in a shared mailbox. A group voicemail box sends it to the whole team, and it is emailed to a supervisor if nobody listens in time.

Healthcare and professional offices

An administrative message comes in on the front desk line. Staff read the transcript and forward it to the right person's extension.

Sales teams

A salesperson is out for the day. Voicemails left for the sales group are emailed to the sales manager after the minutes you set.

Company-wide messages

The owner records one voicemail for everyone, and a group voicemail box delivers it to every employee's mailbox.

Settings

Set it up the way your office handles messages.

Retention and archiving

Delete voicemails after a set number of days or once they are emailed, and keep compressed MP3 copies in an archive folder.

Email delivery

Send each voicemail and its transcript to its owner, or to one address for everyone, through your own mail server.

Access by department

Managers can be allowed to see their department's voicemail. Everyone else sees only their own.

Custom Branding

Add your logo, header title and colors to the portal your team uses.

Everything in Voicemail Manager

Web portal to search, play, forward, download, delete and email voicemail
Text transcripts by email, with optional MP3 attachments
Group voicemail boxes and distribution groups
Email escalation for unheard voicemail
AI summaries, key points, action items and sentiment
Your own saved AI questions
AI turned on per extension
Audio visualizer and playback speed control
Forwarding with a recorded introduction
View and export deleted voicemails
Tamper detection for voicemail recordings
Import of existing voicemails
Compression, archiving and retention policies
Detailed reports with CSV, PDF, XLS and XLSX export
Missed calls
Time zone and regional display settings
Sign in with a voicemail PIN, web client password or phone password
Redesigned navigation and speed optimizations

Voicemail Manager is included in the VoIPTools Subscription.

One subscription gets you Voicemail Manager and 30+ other add-ons for 3CX.

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Questions

Voicemail Manager questions, answered.

Anything else? Our team answers 24/7 from the USA, India and the Philippines.

Does escalation call or text anyone?+

No. Escalation emails unheard voicemails to the addresses you list for each extension group. If you need phone call or SMS alerts tied to an on-call schedule, On Call Manager does that, and it is also included in the VoIPTools Subscription.

What do I need for transcripts and AI?+

The AI features, such as transcription in the portal, summaries, key points, action items, sentiment and your own questions, connect to OpenAI with your own API key. The requirements also list a Google Cloud account for voicemail transcription. You choose which extensions use AI.

Can managers see their team's voicemail?+

Yes. You assign managers to each 3CX department and allow them to open their team members' voicemails. People with the user role see only their own.

Can we bring in the voicemails we already have?+

Yes. The import setting adds existing voicemails to the portal and archives them if archiving is on. For a large number of messages, run it after business hours, because processing many voicemails at once can slow 3CX down.

How do people sign in?+

With their 3CX extension number and a password. You choose whether that is their voicemail PIN, their web client password or their phone authentication password.

Can we tell if a voicemail was changed?+

Yes. Voicemail Manager compares each recording with the details held in 3CX. When they match, the recording is marked as authentic. When they do not, it is marked as possibly changed.

Which 3CX version does it work with?+

3CX version 20. Voicemail Manager runs on its own Windows server alongside 3CX and connects through the VoIPTools Relay.

Details

Requirements, updates and documentation.

Downloads and documentation

3CX version 20
A separate 64-bit Windows server for Voicemail Manager, running alongside 3CX: Windows 10 or later, or Windows Server 2016 or later, with the Windows web server role turned on
Microsoft .NET Framework 4.7.2
Microsoft SQL Server 2016 or later (the free Express edition works)
VoIPTools Relay, which connects Voicemail Manager to your 3CX system, and the VoIPTools Universal Updater
Static IP addresses for both servers, with port 5650 open, and the Relay port (8801 by default) open on the 3CX server
For transcription: a Google Cloud account and an OpenAI API key
For AI features: an OpenAI API account

Check the documentation for the current release and full setup details for your environment.

Got a question?

Talk to the team that builds Voicemail Manager.

Whether it is Voicemail Manager, another add-on, or a custom solution built around your needs, we can help you get the most out of 3CX.

Already a customer? For help with an install or an issue, email Support@VoIPTools.com.

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