# Premium Voicemail

> Category: Premium Features
> Canonical URL: https://crazytel.com.au/knowledgebase/article/premium-voicemail

Premium Voicemail creates mailbox-based voicemail for selected phone numbers. It supports custom greetings, email and SMS alerts, transcription, retention controls, webhooks, inbox playback, and usage reporting.

# Premium Voicemail

Premium Voicemail creates mailbox-based voicemail for selected phone numbers. It supports custom greetings, email and SMS alerts, transcription, retention controls, webhooks, inbox playback, and usage reporting.

## Basic setup example

Example: create an after-hours voicemail mailbox and email new messages to reception.

1. Open **Premium Voicemail** > **New Mailbox**.
1. Set **Voicemail name** to **After Hours Voicemail**.
1. Select the phone number that should use the mailbox.
1. Enable **Create a Voicemail Subscription**.
1. Enable **Route unanswered calls to voicemail**.
1. Set **Ring time** to the required timeout.
1. Choose **Generic Greeting**, or upload a custom greeting and select it.
1. Enable **Email Alert** and add the reception email address.
1. Enable **Transcribe voicemails** if transcripts are required.
1. Review the mailbox and click **Create Mailbox**.
1. Place a test call, leave a message, and confirm it appears in **Inbox**.

## Creating a mailbox

1. Sign in to the Crazytel MyAccount portal.
1. Navigate to **Premium Voicemail** > **New Mailbox**.
1. Complete the wizard sections:
    - **Numbers & Routing**
    - **Greeting & Audio**
    - **Alerts & Notifications**
    - **Webhooks (Optional)**
    - **Review & Create**
1. Click **Create Mailbox** when the review looks correct.

## Numbers and routing

- **Voicemail name:** Friendly label for the mailbox, such as **Sales Line** or **After Hours**.
- **Select phone number (DID) for voicemail:** One or more purchased phone numbers linked to the mailbox.
- **Create a Voicemail Subscription:** Enables Premium Voicemail billing and service for the selected number.
- **Route unanswered calls to voicemail:** Routes unanswered calls to the mailbox.
- **Ring time:** How long the number rings before the call is sent to voicemail.

## Greeting and audio

- **Generic Greeting:** Uses the default voicemail greeting.
- **Custom greeting:** Uses an uploaded greeting from the greeting library.
- **Custom greeting selector:** The uploaded greeting that plays to callers.
- **Transcribe voicemails:** Converts voicemail audio into text after the message is recorded.
- **Download / email format:** Audio file format used for downloads and email delivery. Options shown are WAV and MP3.
- **Audio channels:** Stored recording channel format. Options shown are Mono and Stereo.
- **Retention:** Number of days before recordings are permanently removed. The portal notes a maximum of 180 days.

## Alerts and notifications

- **Email Alert:** Enables email notifications for new voicemail or missed call events.
- **SMS Alert:** Enables SMS notifications.
- **API Webhook:** Enables webhook notifications.
- **Send email on new voicemails:** Sends an email when a caller leaves a voicemail.
- **Email addresses:** Recipients for voicemail emails. Add each address and press Enter or comma.
- **BCC:** Optional hidden-copy recipients.
- **Attachment:** Sends voicemail audio as an email attachment.
- **Download link:** Sends a link instead of attaching the audio file.
- **Include transcript in email:** Adds transcript text when transcription is ready.
- **Send SMS on new voicemails:** Sends SMS alerts when a voicemail is deposited.
- **Mobile numbers:** Comma-separated mobile numbers for SMS alerts.
- **Include transcript in SMS:** Adds a short transcript snippet to SMS notifications.

## Webhooks and API

- **Notify my system - new voicemail:** Sends a secure notification when a voicemail is created.
- **Notify my system - missed call alert:** Sends a secure notification when a caller hangs up during the greeting before leaving a message.
- **Notification URL:** Public HTTPS endpoint that receives webhook notifications.
- **Security code:** Optional shared secret used by your server to verify the notification came from Crazytel. It is write-only and only shown when saved.

## Listen-link security

- **IP address or range:** Public IP address or range allowed to open secure listen links.
- **Label:** Friendly name for the IP rule, such as **Office** or **VPN**.
- **Active:** Enables the IP rule.

Private addresses such as `192.168.x.x` cannot be used for listen-link restrictions. Use a public office or VPN egress IP.

## Inbox and reporting

- **Inbox:** Play messages in the browser, review details, download audio, read transcripts, or delete messages.
- **Greeting Library:** Upload and manage voicemail greetings.
- **Activity Log:** Review listens, downloads, routing changes, and mailbox activity.
- **Usage & Billing:** Review SMS and transcription usage.

## Connecting a phone number

If **Route unanswered calls to voicemail** was not enabled during mailbox creation:

1. Open **Number Management > Manage Phone Numbers**.
1. Select the phone number.
1. Set the backup, timeout, or desired voice route to **Premium Voicemail**.
1. Select the mailbox as the destination.
1. Save and place a test call.