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Voicemail

Voicemail

Feb 18, 2026

UltraCart Calls includes a complete voicemail system with personal agent mailboxes and shared queue mailboxes. Callers can leave voicemail when an agent is unavailable, when no agents are online for a queue, or when they opt out of waiting in a queue. Each message includes audio playback, automatic transcription, and caller information.

Overview

Voicemail ensures callers can always leave a message, even when no one is available to answer. The system supports two types of mailboxes:

  • Personal mailboxes -- assigned to individual agents for direct calls

  • Shared (queue) mailboxes -- associated with a queue and accessible to all queue members

Messages are automatically transcribed so you can quickly scan the content without listening to the audio. A callback button lets you return the call directly from the voicemail player.

Personal voicemail mailboxes

Each agent can have one personal voicemail mailbox. When a caller reaches the agent directly and the agent is unavailable, the call goes to the agent's personal voicemail.

Personal voicemail messages are visible only to the assigned agent (and to admins, who can see all mailboxes).

Assigning a personal mailbox

Personal mailboxes are configured in the agent's profile:

  1. Navigate to Calls > Settings > Agents.

  2. Edit the agent.

  3. In the voicemail section, toggle voicemail on.

  4. Select an existing mailbox or create a new one.

  5. Select Save.

See Agent management for full agent profile details.

Shared (queue) voicemail mailboxes

Shared mailboxes are associated with a queue. When callers can't reach anyone in the queue, they're routed to the shared mailbox. All agents in the queue can see and manage these messages.

Admins see all shared mailboxes. Non-admin agents see only the shared mailboxes for queues they belong to.

Creating a shared mailbox

  1. Navigate to Calls > Settings > Voicemail Mailboxes.

  2. Select Add Mailbox.

  3. Associate the mailbox with a queue.

  4. Configure the greeting and followup (described below).

  5. Select Save.

Then, in the queue's settings, configure the No Agent Available option to route to this voicemail mailbox. See Call queues for details.

Mailbox configuration

Every voicemail mailbox -- personal or shared -- has these settings:

Greeting

The greeting is the audio prompt callers hear before the recording beep. Choose between:

  • Audio file -- upload a pre-recorded greeting

  • Text-to-speech -- type a message and select a male or female voice

A typical greeting: "You've reached the support team. We're unable to take your call right now. Please leave a message after the tone, and we'll get back to you as soon as possible."

Followup message

The followup plays after the caller finishes leaving their message. This is typically a brief confirmation like "Thank you for your message. Goodbye." Choose between audio file and text-to-speech, the same as the greeting.

Notification email

Enter an email address to receive an alert whenever a new voicemail arrives in this mailbox. This is optional but useful for ensuring messages are reviewed promptly.

When voicemail activates

Voicemail triggers in several scenarios:

  • Direct call to an unavailable agent -- when a caller reaches an agent directly (by extension or routing) and the agent is unavailable, the call goes to the agent's personal voicemail if configured.

  • Queue with no agents online -- when a call enters a queue and no agents are online or available, the queue's voicemail fallback activates (if configured).

  • Caller opts out of queue -- when a caller is waiting in a queue and presses a key to exit to voicemail, they're connected to the queue's shared mailbox.

  • After-hours routing -- when a time-based rule routes calls to voicemail outside of business hours.

  • IVR menu option -- when an IVR menu option routes to a voicemail mailbox.

Voicemail recording flow

When a caller is connected to voicemail:

  1. The mailbox greeting plays.

  2. A beep tone sounds.

  3. The caller records their message.

  4. The caller hangs up (or the followup message plays).

  5. The recording is stored and transcription begins automatically.

Managing voicemail messages

Personal messages (My Messages)

Navigate to Calls > Voicemail > My Messages to see your personal voicemail inbox. Each message shows:

  • New badge for unlistened messages

  • Caller phone number and caller ID name (if available)

  • Date and time received

  • Duration of the message

Select Play to open the message in a playback dialog.

Shared messages

Navigate to Calls > Voicemail > Shared Messages to see voicemail for your queues. You can also access a queue's shared voicemail by selecting the voicemail count badge in the queue monitoring dashboard.

Shared messages display the same information as personal messages.

Playback dialog

The voicemail playback dialog includes:

  • Caller information -- phone number, name, date, and time

  • Audio player -- standard audio controls for playback

  • Transcript -- the automatically transcribed text of the message

  • Call Back -- select to navigate to the softphone with the caller's number pre-filled, ready to dial

  • Delete -- permanently remove the message

Listening to a voicemail automatically marks it as heard and removes the "New" badge.

Voicemail notifications

When a new voicemail arrives, the system can notify you in several ways:

  • Email notification -- if a notification email is configured on the mailbox, an alert is sent to that address

  • Voicemail count badge -- the voicemail navigation item and queue monitoring dashboard update to show the count of unread messages

  • Real-time update -- if you're logged into the CRM, the voicemail list updates in real time as new messages arrive

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