Overview
A Group (Shared) Voicemail Box is a dedicated voicemail “mailbox” that multiple users can monitor. This guide shows you how to create the shared voicemail box and then choose one (or more) of the three supported ways your users can access and manage messages:
- Desk Phones (line key / line appearance on multiple phones)
- Shared Email Address (voicemail-to-email delivery)
- VIP Mobile App (Shared VM / Visual Voicemail access)
Who is this Guide For?
- Admins and Support working in the Crexendo VIP Portal
- Teams who need a shared voicemail box monitored by multiple users
Prerequisites
- Access to the Crexendo VIP Portal
- A chosen extension number for the Group Voicemail (example:
8995) - A list of monitoring users (and which access method you want them to use)
- If using email delivery: a shared mailbox or distribution group email address
- If using desk phones: the device MAC(s)/extension(s) and access to Snap Builder
Step 1: Create the Group Voicemail User (Mailbox)
Create a dedicated “user” that represents the shared voicemail box. This mailbox extension is what calls will route to, and what your users will monitor via phone keys, email delivery, and/or the mobile app.
- Log into the Crexendo VIP Portal.
- Navigate to Users and select Add.
- Create a user using a clear naming convention, for example:
- Name: Use a label that clearly identifies the purpose (e.g., “Group Voicemail – Billing”).
- Extension: Use a dedicated extension that won’t be assigned to an individual user.
- Voicemail PIN: Required for mailbox access from phones and some voicemail workflows.
- Email (optional): If you will use voicemail-to-email, use the shared mailbox email address (or leave blank and configure in Step 3B).
- Set a Voicemail PIN (store it securely for Admin/Support use).
- Select Save to save the user.
- From the Users section, select your new Group Voicemail box
- Select the Answering Rules tab and select the edit button for the Default answering rule.
- Under Call Forwarding, check the Always box and enter the extension or name of the Group Voicemail box beginning with the Voicemail option.
- Select Save. You will see your new Default Answering from the Answering Rules screen.
- Select the Voicemail tab
- Scroll down to the “Greetings” section of the page and select the “Manage” button.
- Select Add Greeting and choose an option for adding the voicemail message that callers will hear:
- Text-To-Speech: Type your message and choose a voice style that you like. The Play button will allow you to see what your message will sound like to the caller.
- Upload: If you already have a voicemail recording stored locally on your device, select the Upload option to navigate to your recording.
- Record: Enter the extension or phone number that the portal will call you on to record your message. Follow the instructions to record your message and when finished, your recording will appear in this section to listen to.
- Select Save.”
- Verify that your new message is listed in the Greetings section of your voicemail box. If not, select the drop-down menu and select your new greeting.
Step 2: Decide How Users Will Access Messages
Choose the method that best fits your workflow. Many customers use Desk Phones + Email together, while others prefer VIP Mobile App for on-the-go access.
| Method | Best For | What Users See |
|---|---|---|
| Desk Phones | Reception/Teams who need a physical phone key | Line key + voicemail indicator; access from the phone |
| Shared Email | Teams who want messages delivered to a shared inbox | Email notifications with voicemail audio attachment |
| VIP Mobile App | Mobile-first teams; visual voicemail + playback in app | Shared mailbox appears in Visual Voicemail (once enabled) |
Step 3: Configure Your Chosen Access Method
Option A — Desk Phones (Line Key / Line Appearance)
Use this method if you want a Group Voicemail line key on one or more desk phones. This is ideal for front-desk/reception and shared-area devices.
A1: Add Phone Entries for the Group Voicemail
- Open the Group Voicemail user you created in Step 1.
- Click Edit (pencil icon), then select the Phones tab.
- Select Add Phone in the upper right side of the screen.
- Create an Extension Number + Letter for each phone you need to attach the Group Voicemail to (example:
8995a,8995b, etc.). The “lettered extensions” act as device-specific appearances you’ll assign to phones in Snap Builder. - Do not select a Model or a 911 Caller ID.
- Choose the default Emergency address from the drop-down menu.
- Click Add.
- Repeat these steps for as many desk phones that will need to access the group voicemail box.
- When finished, confirm the phone list shows all lettered extensions you created.
A2: Add the Group Voicemail Line Key to Each Phone (Snap Builder)
- Go to Inventory → Phone Hardware.
- Find the device by MAC address or extension.
- Open Snap Builder by clicking the gear icon.
- Select an available line key and add a new key as a Line Appearance by selecting the option from the drop-down menu.
- Select the correct lettered extension (example:
8995a) that corresponds to that device.
- Set a custom label like Group Voicemail or GVM.
- Select the arrow next to the Save button and select “Save and resync” to make the changes to the phone.
Important: Repeat this Snap Builder step for each device, selecting the correct lettered extension (8995a, 8995b, etc.) per phone.
A3: What Users Do to Access Messages (Desk Phones)
- When a voicemail is left, users typically see a message waiting indicator and/or voicemail indicator on the phone.
- Users can press the Voicemail button (or voicemail softkey) and access the mailbox.
- If prompted, users enter the Group Voicemail PIN you set in Step 1.
Important: When your phone has a voicemail in the Group Voicemail AND a voicemail in your extension's voicemail box, then your phone will automatically default to calling the voicemail box of the most RECENT voicemail message
Example:
- You have a desk phone with the extension 102 and has also been given access to the Group Voicemail Box at extension 8995.
- The phone is showing 2 New Voice Mail messages because there is one message on 102's voicemail box AND one message on the Group Voicemail box.
- You press the voicemail hard key or soft key. Because the most RECENT message came in on the Group Voicemail, it will call the Group Voicemail Box and ask for the PIN for extension 8995 (Group Voicemail.) The line key will also show you which voicemail box you are calling. In this case, it is the Group Voicemail Box. When you delete or save the voicemail, it will clear the voicemail notification from any other phone that also has access to the Group Voicemail Box.
- You exit the Group Voicemail Box after deleting or saving the message. Now your phone displays 1 New Voice Mail because you still have a new voicemail in your personal voicemail box.
- You press the voicemail hard key or soft key and enter your voicemail box's PIN. The line key will display that you are now listening to a voicemail in your extension's voicemail box and NOT the Group Voicemail.
Option B — Shared Email Address (Voicemail-to-Email)
Use this method if you want voicemails to arrive in a shared mailbox or distribution group so multiple users can triage messages from email.
B1: Enable Voicemail-to-Email Delivery
- Open the Group Voicemail user you created in Step 1.
- Select the Voicemail tab.
- Scroll down to the Notifications section.
- Ensure the following options are selected:
- Email Notifications: Check the box for “Receive an email for new voicemail.”
- Email Type: “Send with attachment.” This will send the audio file of the voicemail as an email attachment which can be listened to on your device.
- After Email Notification: “Move to trash.” This will automatically delete the voicemail out of the voicemail box AFTER it sends the voicemail as an attachment to the shared email address. The voicemail message will still exist as an email in your shared email address. this action ensures your group voicemail will not get filled up with old messages as no one will be specifically monitoring this voicemail box outside of the shared email address.
- Select Save.
B2: What Users Do to Access Messages (Email)
- Users monitor the shared email inbox.
- Each voicemail arrives as an email with an audio attachment (commonly
.wav). - Users can listen to the message, archive, forward, or apply mailbox rules depending on the email system.
Option C — VIP Mobile App (Shared VM / Visual Voicemail)
Use this method if users need access to the shared voicemail while away from a desk phone. Once enabled, users can view the shared mailbox in the VIP Mobile App and manage messages using Visual Voicemail.
To get your group Voicemail Box added to your VIP Mobile app, please contact Crexendo Support to enable this feature.
What Users Can Do in the VIP Mobile App
- View shared mailbox messages (Visual Voicemail)
- See message details (caller info, timestamp, duration when available)
- Play voicemails directly in the app
- Manage messages based on available actions (e.g., save/delete depending on configuration)
Step 4: Add the Group Voicemail to Your Call Flow
After the mailbox is created and your chosen access method(s) are configured, route calls to the shared voicemail box.
- Open the applicable Call Flow (Auto Attendant, User, Queue, etc.).
- Configure routing so unanswered calls (or a specific option) go to the Group Voicemail extension (example:
8995). - Save and test by placing a call and leaving a voicemail.
Troubleshooting
The Group Voicemail key doesn’t appear on the phone
- Confirm you added a Line Appearance (or equivalent) key in Snap Builder.
- Verify you selected the correct lettered extension (e.g.,
8995a) for that device. - Save Snap Builder and ensure the device resyncs/reboots.
Voicemails aren’t notifying the right inbox/email
- Re-check the Group Voicemail user’s Voicemail tab settings.
- Confirm voicemail-to-email is enabled and the delivery email matches the shared mailbox/DG.
- If using a distribution group, confirm membership and delivery rules on the email side.
Calls are not routing to the Group Voicemail
- Confirm the call flow routes to the Group Voicemail extension (e.g.,
8995). - Verify the routing condition (no-answer, busy, timeout, menu option) is correct.
- Test with an external call and confirm the voicemail greeting/box answers.
VIP Mobile App users don’t see the shared mailbox
- Confirm the user is subscribed to the shared mailbox in the internal Shared VM enablement settings.
- Have the user fully close and reopen the VIP Mobile App (or sign out/in if required).
- Validate the shared mailbox appears under Visual Voicemail.
FAQ
-
Why do I see lettered extensions (8995a, 8995b, etc.)?
These represent the shared voicemail line mapped to specific devices so the correct phone can display the line key/appearance. -
Should I select a phone model or 911 caller ID when adding phones under the Group Voicemail user?
Typically, E911 and device identity settings should align with the physical device’s location/requirements. If unsure, follow your standard customer E911/device policy or consult Support escalation. -
Can I use more than one access method?
Yes. Many teams use Desk Phone keys for on-site staff and Email or VIP Mobile App for mobile/remote users.
Need More Help?
If you need additional assistance, please contact Crexendo Support at 855-211-2255 or email us at support@crexendo.com — our team is happy to help!