Create a New Mailbox

When users receive a voicemail or fax, the message is saved into a mailbox. This makes it easy for users to view and manage their voicemails and faxes using the Enswitch web portal. A dialable Feature Code can also be created to allow for a mailbox to be easily dialed from a phone provided by PrimeCall.

Configure a New Mailbox's Settings

1. Navigate to Features → Mailboxes.
2. Click New.
3. In the Mailbox settings section of the New mailbox page, fill out the following fields (fields with a * are required):
   
   • * Mailbox number - The number the mailbox will be identified with. For individual users, type their 7-digit extension number.
   • Description - Type a note that will be displayed alongside the feature code in the list of mailboxes.
   • Owner - Use the Owner drop-down to select someone that will be able to edit this feature code.
   • Show in control panel - If needed, select Yes to have this mailbox show in the control panel.
4. In the Voicemail menu section, fill out the following fields (fields with a * are required):
   
   • Play messages - Choose the order that the mailbox should play messages.
   • Play callerid - Select whether or not the mailbox should play the caller ID of the person that left a message.
   • Play duration - Select whether or not the mailbox should play how long the voicemail is. 
   • Play time message was left - Select whether or not the mailbox should play the time that the message was left in the mailbox.
   • Time zone - If this mailbox should not refer to the time zone set for the whole business, select the time zone here. 
   • If caller presses 0 during greeting, forward to - This acts as an operator forward. Select where a caller should be forwarded if they press 0 while in the mailbox. 
   • * PIN - Type in a PIN that will be used before users can check the mailbox's messages.
   • * PIN repeat - Re-type the PIN from above.
5. In the Notification of new messages section, fill out the following fields (fields with a * are required):
   
   • Notify for - Choose if you should receive notifications in this mailbox for faxes, voicemails, or both.
   • Notify by email - Select if the owner of the mailbox should receive a notification by email and whether or not the voicemail or fax file should be attached.
   • Notify backup email addresses - If there should be extra email addresses for email notifications, use this box to type in those addresses. For multiple email addresses, use commas to separate them.
   • Delete messages after sending emails - Select whether or not to have the voicemail messages deleted from the mailbox when an email notification is sent. 
     

     ✔ This can be helpful with managing the space available in the mailbox.

   • Notify by calling - If you would like to receive a phone call that allows you to check your mailbox for voicemails when a new message is received, type in a phone number that the system should file.
     

     WARNING: Be sure to include the country code to avoid any dialing issues.

   • When call is answered, forward to - Choose how the system will handle the call that is sent to your phone number. 
      
   • Callerid for notification calls - Choose if a certain user's caller ID should be shown in notification calls. The caller ID can also be withheld. 
   • Notify by SMS - Select whether or not SMS notifications should be sent to the mailbox owner's phone number. 
6. Once all of the mailbox's settings have been configured, click Save.
   

Set the Mailbox's Greeting

Now that a mailbox has been created, a greeting should be added to ensure the mailbox gives callers a correct greeting. 

To add a new greeting…

1. In the list of Mailboxes, click the mailbox number of the mailbox that needs a greeting.
2. Scroll down to the Greetings and audio name section.
   
3. Use the Greeting or name drop-down to select which kind of greeting you are uploading.
   
4. If you have a greeting already uploaded to the Sounds page, use the Sound file to use drop-down to select that audio file.
5. If you will be uploading a new greeting, click the Choose File button to select the .wav audio file from your device. 
   

   DANGER: To upload a .wav file, it is recommended to ensure the file has been converted to the proper format (.wav 8Khz, Mono, 16-Bit PCM). 

   If needed, please contact our technical support team to set up this message by calling 844.59PRIME (844.597-7463) or emailing support@primecall.com. 

   Uploading an incorrectly formatted audio file can result in unexpected, potentially catastrophic issues for your phone system.

6.  Click Use or upload.

Create a Feature Code

In order to dial into this new mailbox, a Feature Code will need to be created. To do this…

1. Navigate to Features → Feature codes.
2. Click New.
3. On the New feature code page, fill out the following fields (fields with a * are required):
   
   • * Feature code - Type in a code that will be dialed on a PrimeCall provided phone to reach the mailbox.
     

     Quick Tip: PrimeCall technicians usually name this feature code 1 in front of the user's 3-digit extension number.

     DANGER: Do NOT use a N11 number, like 911, 211, or 411. 

   • Description - Type a note that will be displayed alongside the feature code in the list of feature codes.
   • Owner - Use the Owner drop-down to select someone that will be able to edit this feature code.
   • Allow callers to enter this feature code in attendant and IVRs - If this mailbox should be accessed when the code is dialed in an IVR, select Yes. 
   • PIN - A digital code that can keep the use of a feature code secure. If only certain users should be able to access this mailbox, setting up a PIN may be useful.
   • PIN repeat - Re-type the PIN from above if needed.
4. In the Route calls to section, skip setting a Default destination (this will be done later).
   

   Note: This has to be done after saving since the My features section of the drop-down will not appear until then.

5. Click Save.
6. Click the Feature Code to edit it. 
7. In the Route calls to section, use the Default destination drop-down to select Mailbox under My features.
8. Use the second Default destination drop-down to select the mailbox of the user this feature code will dial.
   
9. Once done, click Save.