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Joseph Owen avatar image
Joseph Owen asked ·

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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danno avatar image
danno answered ·
Are you logged in to the portal as the Super Admin?
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Yes I am/was. Your comment below pointed me in the right direction. Thank you!
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danno avatar image
danno answered ·
When you go into the Call Queue info tab, does the status show "not activated?



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

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danno answered ·
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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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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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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mike avatar image
mike answered ·
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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I started figuring this out today. Great tip! Thanks.

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survey completed.

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mike answered ·
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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