Voicemail unavailable in the RingCentral app

Hi ​@WFS-KarenH,

When voicemails are visible in the Admin Portal and sent via email but missing from the RingCentral App, it usually means the messages are being delivered to a Group Extension (like a Call Queue, Message-Only Extension, or Shared Line Group) rather than directly to an individual user's extension.

Here is how to access these voicemails, set up multi-user visibility, and manage read statuses in the app:
 

1. How to Access Shared Voicemails in the App

To view group or shared voicemails inside the RingCentral App:

1. Open the RingCentral App (desktop or mobile).

2. Go to the Phone tab and click on Voicemail.

3. At the top of the voicemail screen, click the Inbox / Extension Filter dropdown menu (which defaults to My Voicemail or Direct).

4. Select the specific Call Queue or Shared Line group name from the list. (Note: The user must be assigned as an authorized member or recipient of that group by an administrator to see it in this dropdown).

• 📖 Official Guide: For detailed instructions on checking and playing messages, see Accessing and Managing Your Voicemail in RingEX.

2. Can Multiple Users See the Voicemail?

Yes. An administrator can grant multiple users access to a shared voicemail inbox in two ways:

• Call Queue Voicemail Recipients: Assign multiple users to receive notifications and access the queue's voicemail inbox under Phone System > Groups > Call Queues > Messages & Notifications.

• Shared Line Groups / Messages Only Extensions: Add users to the Messages & Notifications > Voicemail Recipients list for that group. All assigned users will see the group in their app dropdown.

• 📖 Official Guide: To configure multi-user access and shared inbox permissions, see Managing Company Voicemail Co-Recipients.

3. Does Listening to a Voicemail Mark it as "Read" for Everyone?

Yes. Because shared voicemails operate on a single shared inbox state:

• When User A listens to or opens the voicemail in the app, the status updates to "Read" across the system.

• It will immediately show as Read for User B and all other assigned users viewing that shared inbox.

• If a user deletes the voicemail, it removes the recording from the shared inbox for all users.

Step Verification

Have an administrator assign the user to the group's voicemail notification list, then have the user check the Voicemail tab dropdown in their RingCentral App. The shared inbox should now appear and display the missing messages.

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