Glossary · Phone system (PBX)
Voicemail
In one sentence
Voicemail records a message when a call goes unanswered and makes it available to the recipient on their phone, in an app or by email, often with the caller's number and the time.
Also known as : voicemail · voicemails · voice mail · voicemail box · voice mailbox · voicemail to email
What is voicemail?
Voicemail steps in when nobody answers: it plays a greeting, records the caller’s message and tells the recipient it is there. On a business phone system there are two kinds: a personal mailbox attached to each person’s extension, and a shared mailbox attached to a team such as reception or support, which several people check.
It is the safety net of the call flow. A customer who leaves a message isn’t lost; a customer who hears endless ringing probably is.
How it works
- The call isn’t answered within the set time, the line is busy, or an out-of-hours rule sends the call straight to voicemail.
- The caller hears the greeting, recorded by the user or generated from text.
- They leave a message after the tone; some mailboxes also let them press 0 to go back to reception.
- The recipient is notified: a light on the desk phone, a notification in the app, or an email with the audio file attached.
Voicemail ties into the rest of the phone system. It is often the final step of a call forwarding rule, an out-of-hours IVR option or a ring group nobody picked up. Messages contain personal data, so retention and access should follow your GDPR policy.
A mailbox is only useful if someone checks it. Agree who listens to the shared box and how quickly callers get a reply. If you want the message as text without listening, that is automatic transcription, offered by our sister brand utio.io.
Example
A dental practice in Cardiff closes its phones at lunchtime and after 5.30 pm. Those calls go to a shared “Appointments” mailbox whose greeting asks patients for their name, date of birth and a callback number, and gives the NHS 111 number for urgent dental pain out of hours. Each message lands in the reception inbox as an audio file. The first receptionist in at 8.30 works through them before opening the phones, and messages are deleted after 30 days.
Voicemail at Universal Telecom
Our virtual PBX includes personal and shared mailboxes, time-based greetings and voicemail to email. You choose the recipients and how long messages are kept.
Frequently asked questions
What is voicemail to email?
The phone system sends each new message to an email address as an audio attachment, usually with the caller's number and the time. It suits shared mailboxes that a team checks in turn.
What should a business voicemail greeting say?
Your company or team name, your hours, what to leave (name, number, reason for calling) and when you will call back. If urgent calls are possible, give the number to ring instead.
Are voicemail messages covered by GDPR?
Yes. A recorded voice, phone number and message content identify a person, so UK GDPR or EU GDPR applies: set a retention period and limit access to the people who need it.
Related terms
- Call forwarding
Call forwarding automatically redirects calls arriving on a number or extension to another destination, such as a mobile, a colleague or voicemail, either always or only when the line is busy or unanswered.
- IVR (interactive voice response)
IVR (interactive voice response) is the automated phone menu that greets callers and routes them based on the keys they press, such as “press 1 for sales, press 2 for support”.
- Missed call
A missed call is an inbound call that nobody answered: the caller hung up while it rang or while waiting in a queue, or reached voicemail without speaking to anyone.
- Ring group
A ring group (or hunt group) rings several extensions for the same number, either all at once or one after another, so the first available colleague can pick up the call.
- GDPR and telephony
GDPR applies to business telephony whenever it handles personal data: phone numbers, call logs, recordings and voicemails. It requires a defined purpose and lawful basis, clear information for callers and staff, limited retention and safeguards from suppliers.
Updated on