Symptom
After updating/editing a Smartflows number, users who opted to receive voicemail by email are receiving all the voicemails for the IVR and not their assigned group/number. The new flow automatically adds the IVR number to their Associated numbers, and there is no way to remove the number. Previously, these users only received voicemail emails when a voicemail was left on their number/group.
Cause
This issue arises because the voicemail settings are tied to the number itself rather than individual users. In the new flow, voicemails linked to the IVR number are being sent to all associated users, causing them to receive notifications for all voicemails left under the IVR menu.
Solution
To resolve this issue, consider the following steps:
- Remove the voicemail widget located under each user/team/phone number in the IVR flow to avoid users receiving all voicemail notifications. Instead, leave the voicemail widget in 'At any other time' or 'No or wrong input' sections.
For detailed steps on configuring voicemail, refer to this article: Configuring Numbers: Voicemail, Music, and Messages - Ensure voicemails are correctly configured to follow the After Hours and Unanswered Call sections. You can enable or disable voicemail notifications in these areas to control who receives the messages.
For additional configuration information, see this article - Assign unique numbers to each team if different groups require separate voicemail management. Add these numbers to the desired IVR legs. Each team will then only receive voicemails left specifically for their assigned number and leg in the IVR.
- Check the assignment of users and teams under the IVR distribution to ensure proper notification delivery. Misconfigured distributions can lead to widespread voicemail notifications across different groups.
Additional Information
User notifications for voicemails are linked to the associated number rather than individual users. Ensure proper configuration of email notification preferences for voicemail notifications by following these steps:
- Login to the Aircall desktop or web application.
- Click on your User Icon on the upper left-hand corner to open Settings.
- Select Preferences and click on Notifications.
- Toggle the voicemail notification options as needed.