Call Queue/Group Voicemail - Asking for password?

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Joseph Owen asked Sep 3, '15 Joseph Owen commented Sep 3, '15

Call Queue/Group Voicemail - Asking for password?

I have 4 voicemails/messages in a call group. When I click on "View messages" it asks me to enter a password for the "extension". I had not set up anyone to receive the messages as I thought I had set the group to not take messages. I have corrected that setting but I need to retrieve the messages that are there. I never set a password for the call queue ext, so I am not sure why it is asking for a password. No password that I have tried works. How can retrieve these? Did I miss the part where I setup a password for this group ext?

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Answer 1 · 2015-09-03T17:38:38Z

danno147 answered Sep 3, '15 Joseph Owen commented Oct 5, '15

Are you logged in to the portal as the Super Admin?

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Joseph Owen commented · Sep 03, 2015 at 08:12 PM

Yes I am/was. Your comment below pointed me in the right direction. Thank you!

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Answer 2 · 2015-09-03T17:41:25Z

danno147 answered Sep 3, '15 Joseph Owen commented Oct 5, '15

When you go into the Call Queue info tab, does the status show "not activated?

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Joseph Owen commented · Sep 03, 2015 at 08:13 PM

This was the problem! Wow. Can't believe I missed that. Thank you!

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Answer 3 · 2015-09-03T17:43:14Z

danno147 answered Sep 3, '15 danno147 commented Sep 3, '15

If it does, enter an email address (that you have access to) in the "manager email" field, the hit save. Go back in and click on resend welcome email.

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danno147 commented · Sep 03, 2015 at 05:45 PM

When you get the email, go through the process to active the group, set your password, and once completed, you can then access the VM messages.

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danno147 commented · Sep 03, 2015 at 05:50 PM

Remember, the alphanumeric password is the one you use via the portal and apps. Where the numeric only is the one you use from a touch-tone phone.

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Answer 4 · 2015-09-03T17:47:10Z

mike answered Sep 3, '15 Joseph Owen commented Nov 27, '17

Joseph, to further explain what Danno's referring to, when you log into the web portal, you'll see either a green dot, or gray dot. If it's gray, you just need to click the Resend Welcome Email link.

Green Dot = Active
Gray dot = Not Activated (Extension, including password, has not be setup via welcome e-mail)

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mike commented · Sep 03, 2015 at 08:16 PM

Happy to help!

Tell us about your visit - 30 seconds!

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Joseph Owen commented · Sep 03, 2015 at 08:18 PM

survey completed.

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Joseph Owen commented · Sep 03, 2015 at 08:14 PM

I started figuring this out today. Great tip! Thanks.

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Answer 5 · 2015-09-03T17:52:46Z

mike answered Sep 3, '15

Also, if it's helpful, after you click on the Group name, you can go to Messages and Notifications and change the Message Recipient to another user within the account. This way the messages can go to a specific user instead of to the Queue inbox.

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