Once a Special Extension “Remote Voicemail Access” phone number is configured, Team Members can call the remote access number, enter their extension, and provide their voicemail password/PIN to listen to messages or manage their voicemail settings.
Notes and requirements
- You must be logged in with Admin permissions.
- A phone number must be available to assign as the company remote voicemail access number.
- Remote Voicemail Access can be used for both Team Member voicemail and department voicemail.
- Remote Access must be enabled for each voicemail inbox before that mailbox can be accessed remotely.
- Team Members must know their voicemail password/PIN to access voicemail from an outside phone.
Set up a remote voicemail access number
You must be an Admin user to create a Special Extension for Remote Voicemail Access.
- Navigate to the Sync Settings portal to access the Special Extensions page.
- From the left navigation menu, click the Company icon.
- Click Special Extensions.
- Click Add Special Extension.
- In the Name field, enter a name for the remote voicemail access number.
- From the Type dropdown menu, select Remote Access Voicemail.
- Select the Phone Number you want Team Members to call to access remote voicemail.
- Click Add.
Remote access number note
The remote voicemail access number allows Team Members to access voicemail by entering an extension number. You can assign more than one phone number for Remote Voicemail Access if your organization needs additional local access numbers.
Enable Remote Access for a mailbox
Creating the company's remote voicemail access number does not automatically enable remote access for every mailbox. Remote Access must be enabled for each voicemail inbox that needs to be accessed remotely.
Team Members can enable Remote Access from their voicemail phone menu.
- Access the voicemail inbox from a desk phone or by dialling *95.
- From the Main menu, press 4 for voicemail settings.
- From Voicemail settings, press 2 for admin options.
- Press 4 for Remote Access.
- Press 1 to enable Remote Access.
Voicemail password note
Team Members must enter their voicemail password/PIN when accessing voicemail remotely. If a Team Member does not know their voicemail password/PIN, they can update it from Profile Settings > Voicemail in the Sync desktop or browser app.
How Team Members access voicemail remotely
After the remote access number is configured and Remote Access is enabled for the mailbox, Team Members can access voicemail from an outside phone.
- Call the company's remote voicemail access number.
- When prompted, enter the voicemail inbox extension number.
- Press #.
- Enter the voicemail password/PIN.
- Press #.
- Follow the voicemail prompts to listen to messages or manage mailbox settings.
Security note
The caller has a limited number of attempts to enter the correct voicemail password/PIN. After too many failed attempts, the system ends the call.
Remote access keypad reference
Use the table below to review the keypad path for setting up and using Remote Voicemail Access.
| Task | Keypad path |
|---|---|
| Enable Remote Access for a mailbox | Main menu: 4 > Admin options: 2 > Remote Access: 4 > Enable: 1 |
| Access voicemail through the company remote access number | Call remote access number > Enter extension > Press # > Enter PIN > Press # |
| Listen to voicemail messages | Main menu: 1 |
| Log in to another mailbox | Main menu: 7 |
Tips and troubleshooting
| Issue | What to check |
|---|---|
| Team Members cannot access voicemail through the company remote access number. | Confirm the special extension was created with the type Remote Access Voicemail and that the correct phone number was assigned. |
| A Team Member hears that Remote Access is disabled. | Confirm Remote Access is enabled for that Team Member's voicemail inbox. |
| The voicemail password/PIN is not accepted. | Ask the Team Member to confirm or update their voicemail password/PIN from Profile Settings > Voicemail. |
| A department voicemail inbox cannot be accessed remotely. | Confirm Remote Access is enabled for the department voicemail inbox and that the caller is entering the correct extension. |
| Team Members are unsure how to use the remote access number. | Share the remote access number, the extension they should enter, and the article Remotely Access Your Voicemail Inbox. |