A voicemail server redirects direct agent and non-ACD calls to the voicemail number when an agent is logged out or does not answer the call. When a caller leaves a voice message for an agent, the contact center stores the message on the voicemail server. To retrieve voice messages, the agent presses the Voice Mail button on the endpoint.

On the Voice Mail Servers screen, you can configure voicemail servers and the related settings, such as the server name, voicemail number, and permission sets. You can later assign the configured voicemail servers to coverage paths. You can also specify voicemail servers when configuring messaging vector steps to prompt the callers to leave a voice message when agents are unavailable or the call arrives outside of working hours. The contact center stores the message on the specified voicemail server.