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Configure Voicemail and Forwarding for Managed Numbers

Summary​

Use Phone Settings when you need to control how a managed number handles inbound calls. This page stays focused on voicemail behavior, forwarding, and capture defaults after the number already exists in your account.

Prerequisites​

  • Your workspace includes phone management features.
  • You have permission to manage phone numbers for your account or team.
  • You have at least one Managed number.

If you still need to verify your personal phone, buy a managed number, register an external number, or release an existing number, start with Manage Account Settings and Phone Numbers.

Open the right number settings​

Start in Account Settings, open Phone Numbers, and use Manage Settings for the number you want to change. In Phone Settings, confirm the Selected number before editing anything.

If you switch numbers while changes are pending, CallCues can warn you about Unsaved changes.

Review capture defaults​

The Capture settings area controls how the selected number handles recording and live transcription defaults. Use Edit capture settings to review or change whether to:

  • Record inbound calls
  • Live transcribe inbound calls
  • Record outbound calls
  • Live transcribe outbound calls

When you save, the page can confirm Capture Defaults Saved. If nothing custom has been stored yet, you may see Capture Defaults Standard.

Configure voicemail​

Open Voicemail and choose Set up voicemail or Edit voicemail.

Choose the voicemail behavior​

Use the voicemail form to control the caller experience for the selected number, including:

  • Voicemail Enabled or Voicemail Off
  • Enable voicemail fallback
  • Rings before voicemail
  • Existing flow or New flow
  • Flow name

Set the greeting and recording options​

Depending on your setup, voicemail can include:

  • Greeting mode
  • Greeting text
  • Voice
  • Max recording length
  • Silence timeout
  • Finish key
  • Play a beep before recording

If you want to reuse or replace prompt audio, use the Prompt library actions such as Record prompt, Stop recording, Upload prompt, Use this prompt, Rename, or Delete.

Use Save voicemail to keep the changes. Use Open voicemail inbox if you want to move straight to message review for that number.

Configure forwarding​

Open Call forwarding and choose Set forwarding or Edit forwarding.

Use the forwarding form to set:

  • Forwarding On or Forwarding Off
  • Forward calls to

Use Save forwarding to keep the new destination, or Discard if you want to abandon the edit.

Decide between voicemail and forwarding​

Use voicemail when you want the caller to leave a message with your configured greeting and recording rules.

Use forwarding when inbound calls should ring another destination instead. When forwarding is active, inbound calls route to the forwarded destination instead of going to voicemail for that number.

Expected outcome​

After saving, the selected managed number should have the caller behavior you expect for capture defaults, voicemail, and forwarding.

Troubleshooting​

  • If Phone Settings does not appear, your workspace may not include that feature.
  • If voicemail cannot be enabled, finish the greeting configuration first.
  • If forwarding is on and voicemail is not answering, that is expected behavior for inbound calls on that number.
  • If you cannot change numbers, save or discard pending edits first.