Virtual Voicemail Box/General Voice Mailbox for X25 & X50

A General Voicemail Box can be used for new callers or callers who are otherwise not specific about to which user their message should be delivered. The XBLUE X25 and X50 systems accommodate this requirement by use of a Virtual Mailbox. Virtual Voicemail Boxes have the following characteristics:

• No physical extension required
• Password protected
• Can be used as a general message location that can be shared by all system users to retrieve general voice messages
• The status can be monitored when programmed on an available Programmable Button which will flash when a new, unheard message is waiting
• Can have an email address associated where voice messages left in the VMB can be forwarded in WAV file format
• Can be used to deliver a specific message and then disconnect a caller without leaving a message

General Voicemail Boxes / Virtual Voicemail Boxes require the following to setup:

1. Virtual Mail Boxes (also called Virtual Extensions) are already assigned a numbering scheme at default (these can be changed but that won’t be covered here)
   1. X25 Virtual Mailboxes are assigned: 830 ~ 845
      1. X25 has 16 VMB
   2. X50 Virtual Mailboxes are assigned: 830 ~ 879
      1. X50 has 50 VMB
2. The VMB’s must be set in the database – they are not set at default
3. The User Password should be changed from default
4. Email and delivery options should be set
5. If this mailbox is an announcement only it must be set to NOT leave messages
6. Callers who are not answered must be routed to the VMB
7. Users who want visual indication of messages waiting and easy access (one-button press) to the VMB must designate a button for that purpose and program it.

 

Setting the VMB for use

Any of the VMB numbers allocated in your system can be set for use.

To complete the setup of your Virtual Extension (or VMB) you must access your XBLUE server. If you need help with this you can reference the Quick Install Guide that came with your system or see it on our website at: https://xblue.com/x25-x50-x50xl-quick-installation-guide/. Once you are logged into your server, input as follows:

1. Navigate to Voice – Voicemail – Virtual Extension.
2. Input the VMB number 830 ~ 845 (879 X50) into Mailbox Number data field.
3. Input the First Name and Last Name if desired…these may help to recall later the purpose of this programming.

In the example we’ve used 845 (the last number of those possible in the X25). Often only one VMB is required.

_{Virtual Mailbox Setup (click to enlarge)}

Setup – Complete – (For Basic Use)

That’s it. You’ve completed the setup of the Virtual Extension (Virtual Mailbox). At this point this extension can be dialed from:

• An extension (just dial 845 to reach this VMB)
• From the Automated Attendant (when the AA answers callers they can dial the VMB number)
• Automated Attendant Single-Digit Table (a single digit in the Single Digit Table of an AA_Menu can be set to route callers to this VMB)
• UCD Group ReRoute Destination can be set to this VMB
• You can also transfer calls to the VMB

But you will probably want to do more so pick and choose from the following to setup the use of your VMB in the way that best suits your application…

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Setup – VMB – General Mailbox

Setting the VMB as a message location where callers leave messages that aren’t for any specific user…

Objectives:

• Callers that are not answered by a live person can leave a message.
• When callers leave a message the message can be retrieved from any extension using the VMB password.
• A button can be allocated on extensions who should/want to have a visual indication that there are messages waiting.

Setup:

1. The VMB should be set the database, if you haven’t done this (above) do it now.
2. Since calls are directed to UCD Group 430 at default, set the ReRoute Destination to VMB 845.
3. Setup a button on phones for VMB status indication and access.

UCD ReRoute Destination

Steps:

1. Navigate to Voice – System – Numbering Plan.
2. Locate Start UCD Group Number (notice “430” in the box).
3. Click on the “Configuration” button at the right of Start UCD Group number – 430.
4. Input the desired VMB number 830 ~ 845 (879 X50) into Mailbox Number data field. (Our example: 845).
5. Click on Save Settings at the bottom of the page.

_{UCD Group Programming – ReRoute Destination Setup (click to enlarge)}

_{UCD Group Programming – ReRoute Destination Setup – Configuration page (click to enlarge)}

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Retrieving Messages Without Button

Operation:

1. At any telephone press the Message button (it has an envelop).
2. When you’re asked to input the password (for your mailbox) don’t, instead press ∗ .
3. You will be prompted to input the mailbox number, input 845.
4. When asked, input the password which is 0000 at default.
5. From here follow the prompts to:
   1. change the password.
   2. listen to messages.
   3. record virtual mailbox greeting.
   4. record virtual mailbox username.

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Setup – VMB – On A Button

User’s who access the VMB frequently and/or want to see if there are messages waiting in the VMB will like to have the VMB on a button at their telephone.

Button Programming

Buttons should ALWAYS be programmed in the server (although there is button programming possible via the phone). The reason is that the server takes precedent over the phone programming for any data that is administered in the server.

Phone buttons (keys) are organized in three groups:

1. Extension Line Keys – the X3030 XBLUE IP phone has buttons adjacent to the display, this is where those buttons can be programmed.
2. Extension Programmable Keys – these are buttons on the phone itself buttons for the various models are:
   X2020 has 4 buttons.
   X3030 has 8 buttons.
   X4040 has 16 buttons.
3. 24-button Sidecar (EDM) Keys – an optional “Sidecar” (add-on component) can be added to any telephone giving the user 24 additional buttons. These are programmed here.

Steps:

1. Navigate to Voice – Phone – Programmable keys.
2. Select the button that you will use for the Virtual Mailbox (we’ve used button 4 of the programmable keys). This will be the fourth button on the face of the phone on all models.
3. Click on Save Settings.

Buttons on all telephones follow this button programming unless they are programmed individually under the Extensions List. If you want a telephone to be different than the others:

1. Find that telephone on the Extension List and click on the “Configure” button at the right.
2. A page will open for that telephone only, at the top of the page UNCHECK the box that says; “Follow Gateway Settings”.
3. Program the buttons exactly as the previous steps – but these changes will be for this telephone only.

_{Voice – Phone – Programmable Linekey TEMPLATE shared by all extensions (click to enlarge)}

_{Voice – Phone – Programmable Linekey – Extension List (unique programming for specific phones) (click to enlarge)}

_{Voice – Phone – Programmable Linekey – Extension List – Configure (unique programming for specific phones) (click to enlarge)}

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Retrieving Messages via Button

Operation:

1. At any telephone press the VMB button (fourth button in this example).
2. When asked, input the password which is 0000 at default.
3. From here follow the prompts to:
   1. change the password.
   2. listen to messages.
   3. record virtual mailbox greeting.
   4. record virtual mailbox username.

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Setup – VMB – As a Destination from Automated Attendant

Virtual Mailboxes are accessible from the AA (Automated Attendant) by simply dialing the VMB number when the AA Greeting (announcement) is heard. However VMB can also be set as a destination when a single-digit is dialed… e.g. “To leave a message in our general voice mail box, press 9”. AA Menus are not complicated. There are ten digits that can be used to route callers when that digit is pressed. Menus can direct callers to several destination types (but that’s a different topic). In this example we’ll use AA Menu 0 which is the first menu and the menu that calls are directed to at default.

Objectives:

• Make leaving a message a simple operation from the auto attendant.
• Designate a digit (0 ~ 9) for use with the Virtual Mailbox.
• Record the Greeting (announcement) for this automated attendant to include instructions for leaving a message in the VMB.

Setup:

1. The VMB should be set the database, if you haven’t done this (above) do it now.
2. At default callers ring into the system UCD Group 430 and the ReRoute Destination is already set to Automated Attendant 450 (AA Menu 0).
3. Choose a digit and set it for the operation of VMB connection.

Automated Attendant – Single-Digit Table

Steps:

1. Navigate to Voice – Voicemail – General.
2. Locate Single Digit Table.
3. Click on the “Configuration” button at the right. The first of ten possible menus opens (AA Menu 0)
4. Locate the digit you want to designate as the digit callers will dial to reach the VMB under the column “Speeddial Number”.
5. Select the pull-down under the Type column and select Extension and input 845 into the box that opens.
6. Click on Save Settings at the bottom of the page.

_{Voice – Voicemail – General (click to enlarge)}

_{Voice – Voicemail – General – Single-Digit Table – AA Menu 0 (click to enlarge)}

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Automated Attendant – Greeting (Announcement) Recording

Now the greeting must be rerecorded to include the digit used to access the VMB. (9 in the example)

Reference Recording Auto Attendant Announcements to rerecord the greeting/announcement.

Notes

1. Each AA has 5 (five) greetings:
   1. Day (Greeting used during regular business hours).
   2. Night (Greeting used after business hours).
   3. Temporary (Greeting used whenever it is set… snow day etc.).
   4. Holiday (Greeting used on preset holidays).
   5. Lunch (Greeting used when/if there is a Lunch Time programmed while the system is in Time (automatic) mode.
2. The XBLUE server (X25 and X50) are in Day mode unless you set them to follow a Time Mode schedule or manually set them to the opposite mode (Day/Night).
3. Since greetings are heard only during the associated mode (Day/Night) an AA Menu can have a VMB destination that is only announced when desired. That is, although programmed in the AA Menu that is active whenever a call is directed there. The Greeting/Announcement might only suggest to dial the destination number while the system is in Night Mode. E.g. greetings:
   1. Day: “Hello, thank you for calling XBLUE. If you know your party’s extension number dial it any time. For Sales press 1, for support options press 2, otherwise press 0 to reach the attendant.”
   2. Night: “Hello, you’ve reached XBLUE after our regular business hours which are 8:30AM to 5PM, m-f, Central Time. If you’d like to leave a message in our general voice mail box, dial 9.”

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Setup – VMB – As the Destination for Ringing

Virtual Mailboxes can be the ringing destination for DID’s of SIP Trunks. DID is Direct Inward Dial

Objectives:

• Set the ringing destination for a specific telephone number to go directly to the Virtual Mailbox.

Setup:

1. The VMB should be set the database, if you haven’t done this (above) do it now.
2. At default there are no DID Table entries.
3. Input the DID number that will be received from the servicing provider into the DID Table
4. Set the Day or Night or both Destination for this DID to Virtual Mailbox.

DID Table Programming

Steps:

1. Navigate to Voice – Trunk – Trunk DID
   1. The DID Table entries are numbered 1-50, find the first available (empty) on the list.
2. Input the number in the first column under DID Number as it will be received from the ITSP (Internet Trunk Service Provider)(SIP Trunk Provider)
   1. Providers send DID’s differently, some send with a leading “1” others do not.
   2. Find out how your provider will send the DID
3. In the same row as the DID number input the Day Destination, if its the VMB, it’ll be 845
4. In the same row as the DID number input the Night Destination, if its the VMB, it’ll be 845
5. Click on Save Settings at the bottom of the page.

Calls into this SIP Trunk registration on this telephone number (DID) will ring to the VMB directly for the mode where the VMB number was input. In the pictured example, calls to the DID during the Day will go to UCD Group 430 and ring all the phones that are members of that UCD Group. In Night Mode calls to this DID will go directly to the VMB.

_{Voice – Trunk – DID Table (click to enlarge)}