Using the Voicemail Feature

Overview

The voicemail feature in PXME ensures patients and leads always hear a professional, clear message when you’re unavailable. You can upload custom recordings, manage timeouts, and set voicemail rules at both the user and business level. This prevents missed connections, maintains professionalism, and ensures your practice never leaves a caller without guidance.

Recording Your Voicemail

1. Search “record mp3 online” in Google.

2. Use a free tool to record your message.

3. Save the file as an MP3 (WAV also supported).

Where to Upload Voicemail Files

• User Voicemail

  • Go to Settings > My Staff > Edit User > Call & Voicemail Settings.

  • Upload your MP3/WAV file.

• Business Voicemail

  • Go to Settings > Phone Numbers > Advanced Settings > Voicemail & Missed Call Textback.

  • Upload your file here.

Note: If a call is not assigned to a user (and the contact isn’t assigned), the Business Voicemail file will play.

How It Works

• Calls first ring the forwarding number for the set timeout (default: 60s).

• If unanswered, the uploaded voicemail plays.

• If no file is uploaded, PXME plays the default:
  “We are unable to take your call right now. Please leave a message after the beep.”

Call Recording & Playback

If Call Recording is enabled:

• Access recordings via Reporting > Call Report.

• Or, open the contact in Conversations to play directly from their activity stream.

Timeout Settings

Timeouts determine when voicemail takes over. They can be set at:

1. User level – Settings > My Staff > Edit User > Call & Voicemail Settings.

2. Phone Number level – Settings > Phone Numbers > Edit.

3. Business level – Settings > Phone Numbers > Advanced Settings > Voicemail & Missed Call Textback.

Priority Order:

• User Timeout → Phone Number Timeout → Business Timeout.

Best Practice: Set a shorter timeout (1–20 seconds) so PXME voicemail plays before your carrier voicemail (e.g., Google Voice).

Troubleshooting Voicemail

• Verify the number is assigned correctly and a voicemail file is uploaded.

• Ensure a forwarding number or business phone is configured (PXME must forward somewhere before voicemail triggers).

• Set Inbound Call Timeout under 20s; start with 1s and increase as needed.

• If carrier voicemail answers too quickly, PXME voicemail cannot override it.

• If playback fails, re-upload the file in Economy 64 kbps MP3 format.

Pro Tips

• Test Regularly – Call your number to confirm setup.

• Keep Messages Professional – Short, clear, and patient-friendly.

• Update Seasonally – For holidays, campaigns, or special events.

• Monitor Recordings – Check in Conversations for message quality.

FAQs

Q1: How do I record my voicemail?
A: Use an online MP3 tool, save the file, then upload into PXME.

Q2: Where can I upload voicemail files?
A: At the user level or business level (phone number settings).

Q3: Why set a timeout?
A: To control when voicemail triggers and prevent carrier voicemail from taking over.

Q4: What if my voicemail isn’t playing?
A: Check assignments, forwarding setup, timeout length, and file format. Start with a short timeout.

Q5: Can PXME override my carrier voicemail (e.g., Google Voice)?
A: No. If carrier voicemail answers immediately, PXME voicemail cannot play. Adjust forwarding and timeouts instead.

✅ Key Takeaway

By setting up voicemail in PXME, your practice ensures every missed call still provides patients with a professional response—boosting trust, reducing frustration, and keeping communication seamless.