Design voicemail for the whole org: per-user mailboxes, group mailboxes, storage, email notification, transcription, PIN policy, and greetings. Emits Control Hub config and a sane default.
Voicemail only works if messages reach the person who should act. This tool plans per-user mailboxes, group mailboxes (for hunt groups / AAs), email + SMS notifications, transcription (so people can read without dialing), and a PIN policy — all wired for Webex Calling.
Set fields, click Plan Voicemail.
Per-user + group counts.
Email, SMS, transcription.
Cloud, email, or both.
Security guardrails.
Storage mode matters. Cloud-only means messages live in the Webex VM system, user dials their extension + PIN, and that's it. Simple, but users who live in email will miss messages. Email-only attaches the WAV to an email, deletes cloud copy — fast but messages disappear if email bounces. Both (cloud + email) is the safest: user gets an email with attachment and transcription, cloud retains the original for 60 days.
Transcription is the feature that makes VM actually used. Modern Webex transcription (via Webex AI) delivers ~90% accuracy for clear speech. Users skim the transcription in email, return only the calls that matter, ignore spam. Without transcription, most VMs go unread — they're too expensive in terms of time-per-message.
Group mailboxes need a dedicated process. If a hunt group overflows to a group mailbox, someone has to check it. Options: (1) Rotate responsibility daily — works if team is small; (2) Email notification to a distribution list — everyone gets a copy, first to respond wins; (3) Forward to a ticketing system via email-to-ticket — best for larger teams but requires integration.
PIN policy is often too lax. Default 4-digit PIN with no rotation is guessable. Pick strict (6+ digits, 90-day rotation) for regulated orgs (healthcare, finance). Standard (4+ digits, no rotation) is fine for most. Never allow PIN = extension or PIN = 1234. Control Hub enforces complexity if you enable it.
60 days by default. Configurable per org.
Yes — attach email address as external SMTP destination; the WAV arrives attached.
Primarily English, Spanish, French, German. Check Webex AI language list for current support.
Yes, if their device is registered and "skip PIN from own phone" is enabled. Still requires PIN from anywhere else.
No group mailboxes.
Support, Sales, Billing overflow.
HIPAA concerns.
Our UC Modernization Sprint migrates VM greetings and PINs to Webex Calling, sets up transcription, and trains users — no lost messages.