Overview
Please see basic information about Voicemail, including how to add and remove members and owners to the Call Queue's voicemail group.
Two problems or use-cases are outlined below, with solution(s) for each use-case:
- Members do not know if a particular voicemail message is being handled
- The department prefers using an existing shared mailbox
Problem or Use-Case 1: Members do not know if a particular voicemail message is being handled
If a call queue voicemail group has multiple members of the group that may access the voicemail messages, the action of one member is not readily visible to other members of the voicemail group. There is no way to tag or label the voicemails to show other group members that you are handling that particular voicemail message. If you read the voicemail - it still shows as unread for others, as they have not yet read it.
Solution 1 - Create a sub-folder system
This works best in:
- Outlook on the Web or the
- New Outlook desktop client, whereby all group members need to be using Outlook on the Web or the New Outlook desktop application
- This is known to not work if using Classic Outlook
Create a new sub-folder under the inbox, for example, calling it "Completed."
As team members address the voicemails, they can each drag and drop them into the Completed folder.
Multiple sub-folders can be created as needed.
The voicemail group inbox and subfolders will actively sync up for all voicemail group members.
Solution 2 - Manually forward voicemails
If users are using the Classic Outlook and cannot use Outlook on the Web for the first solution above, another option may be to manually forward the voicemails to a shared department mailbox, where they can be filed away with a folder structure in the shared mailbox.
Problem or Use-Case 2: The department prefers using an existing shared mailbox
Some departments may already have existing shared mailboxes that a their team already monitors and regularly manages.
It may be preferred to manage a department's call queue voicemails using an existing shared mailbox instead of having to actively manage a new, separate Outlook Group.
Solution - Create an Inbox Forwarding Rule
Create an inbox rule to forward incoming voicemail messages to a desired mailbox.
This will send a copy of the voicemail to your designated shared mailbox while the original voicemails will still remain in the voicemail group inbox.
This works best in:
- Outlook on the Web or the
- New Outlook desktop client, whereby all group members need to be using Outlook on the Web or the New Outlook desktop application
- This is known to not work if using Classic Outlook
- Select your Voicemail Group (named as your call queue phone number).
- Select the settings cog wheel to the top-right of the screen.
- From the Group Settings options, select Rules.
- From the Rules options, select "+ Add new rule".
- From the Add new rule screen, create your new rule:
a. Give your rule a name, such as "Forward to [name your mailbox]"
b. Add a condition by selecting "Subject includes" and typing in the subject line of the voicemail messages. All call queue voicemail messages will have the subject line of "Shared Voicemail (name of call queue)" where the name of your call queue is within the parentheses.
c. Add an action by selecting "Forward to" and type in the mailbox name you wish to receive the voicemail messages.
d. Select "Stop processing more rules". More rules can be created, but be careful that your rules do not conflict.
e. Be sure to "save" your new rule. 
- After creating the rule, it is recommended that you test the rule by having someone call your call queue and letting it go to voicemail. After leaving a test voicemail message, it should be delivered to the associated voicemail group inbox within a minute or two. Then after another short delay, the same voicemail message should be delivered to the mailbox designated in the newly-created rule.