Voicemail files (mp3 format) can be set in Settings > Business Profile tab > Call & Voicemail Settings > Upload mp3/wav file
When contact calls the number, we will ring the forwarding number for 10 seconds based on the call timeout set, after 10 seconds, if no one picks up, the contact will hear the voicemail recording.
Make sure Call Recording is enabled:
Click on Reporting > Call Reporting > Scroll to the right and click on the arrow down button to expand each call.
You can also click on the contact name to listen to the recordings in the Conversation page.
When a call comes into a number, it will ring for 60 seconds by default before looking for a voicemail to play unless a Timeout number has been set. Topline will look for timeout number in the following order:
First - is there a Timeout number in the user settings of the user this number is attached to? (option 1 above)
Second - is there a Timeout number in the phone number settings of this number? (option 2 above)
Third - is there Timeout number in the Company settings? (option 3 above)
If a call comes into a number and a Timeout number is found but no voicemail files are found, the following default message will be played: "We are unable to take your call right now. Please leave a message after the beep."
Timeout numbers are not "connected" with any particular voicemail file, e.g. a call comes into a number and detects a timeout number set in the User's settings (but that user doesn’t have a voicemail file) and finds a voicemail file in the Business Profile settings, Topline will play the voicemail file from the Business Profile settings after the number of seconds set in the Timeout field in the User's settings.
One way might be to get a Google voice number and put it in the forwarding number. Set the incoming call timeout to 1 second so it will drop the call faster in 2-3 rings. The call timeout will need to be at least 1 second to attempt to connect the call. The idea is to drop/time out the call before the forwarding number's original voicemail is played.
The maximum Incoming Call Timeout should be less than 20 seconds. If the call timeout is set to be more than 20 seconds, we won't be able to replace the original voicemail as usually the original voicemail of the forwarding number will be playing by the time.
If it's already set to 20 seconds but it's still playing the forwarding number's original voicemail instead of the voicemail you uploaded, try setting the call timeout to 1 second and try calling again to see if it works. If it works, you can gradually increase the call timeout (10 seconds, 15 seconds) to test further so it will call the forwarding number for a longer time and still be able to play the uploaded voicemail.
If the forwarding number is in Do Not Disturb mode or if the number is configured to go directly to a pre-set voicemail. In that case, we won't be able to replace that voicemail because the forwarding number's original voicemail just plays immediately.
The key is to figure out how soon your own voicemail will play and set the call timeout to drop the call before your voicemail answers. If your voicemail answers right away during Do Not Disturb mode, then we won't be able to replace the original voicemail.
If you are using a Google voice number or landline, they might have their own call settings so we are not able to overwrite their configured voicemail. You may have to turn off the announce feature in Google Voice. That may pick up as a voicemail and we are not able to overwrite its original voicemail.
If the voicemail file quality is high and also not an mp3 file, these instructions should help you make it compatible
1. go to https://online-audio-converter.com/ and upload the voicemail file
2. Convert to ECONOMY 64kbps MP3
3. Upload it and call the number to test again
