How does voicemail-to-email work?
As soon as a caller leaves a message in the voicemail, the central system saves it as an audio file (most commonly in MP3 or WAV format). The system then immediately sends an email to the configured address. The email typically contains:
- Information on the caller's number and call duration.
- Attach the audio message as an attachment.
- Alternatively, a text transcript of the message if the call transcription function is active.
The entire process runs automatically without the administrator's intervention. The message remains stored on the PBX server until removed by the administrator or user: the email is merely a copy for convenient retrieval.
The function requires a configured SMTP server (mail server for sending) on the central system side or an integrated email gateway from the cloud PBX provider.
Why should companies use voicemail-to-email?
The main advantage lies in availability and response speed. An employee at a meeting or away from the office receives an alert on their mobile via email notification and can decide whether to resolve the message immediately or defer it.
Practical applications:
- The dealer receives a message from an interested party and can call back before the end of the working day.
- Technical support logs customer reports as emails that can be categorised and assigned.
- The manager receives copies of messages left on the company line and does not need to manually check the inbox.
- Messages are archived in the company's email system along with other communications.
What to watch out for when setting up voicemail-to-email?
When commissioning the function, pay attention to the following points:
- Format and playability - verify that the email recipient can play the audio format. MP3 is generally the most compatible; WAV files are larger.
- Email deliverability - The SMTP settings on the PBX side must be correctly authorised; otherwise, emails will end up in the spam folder or not be delivered at all.
- Privacy - if voice messages contain sensitive customer information, consider who has access to the email inbox and whether email transmission is encrypted.
- Duplication - the message will also remain in the voicemail inbox; set a clear policy on where messages are primarily retrieved and when they are deleted.
On virtualni-ustredna.cz, voicemail-to-email is part of the standard voice mailbox configuration and is set up simply by entering the recipient's email address.
Frequently Asked Questions
Can voicemail-to-email be set up for multiple addresses at once?
It depends on the specific system. Most cloud-based central units send an email to a single address; for distribution to multiple recipients, a group email address (alias or distribution list) is typically used on the email server side.
What is required for voicemail-to-email functionality?
On the central station side, a functional SMTP configuration or an integrated email gateway is required. On the company side, a valid recipient email address suffices. For cloud-based central stations, SMTP settings are typically provided by the service provider.
Is transcribing voice messages into text part of voicemail-to-email?
It depends on the provider. Some virtual call centres include transcription automatically in the email, while others offer it as a separate feature (call transcription). Transcription can be performed locally or via a cloud-based speech recognition service.