FreePBX voicemail is the mailbox attached to an extension. It allows callers to leave messages when a call is not answered, when the extension is busy, or when a temporary greeting is active.

For most users, the two important access codes are:

• *97 — access your own voicemail from your own extension
• *98 — access any voicemail box by entering the mailbox number and PIN

Feature codes can be changed by an administrator, but these are the standard FreePBX defaults.

Accessing your voicemail

1. From your own phone using *97

• Dial *97.
• FreePBX normally recognises your extension automatically.
• Enter your voicemail PIN if prompted.
• You will then hear the voicemail main menu.

This is the quickest method for daily use.

1. From another internal phone using *98

• Dial *98.
• Enter the mailbox number, which is usually the extension number.
• Enter the voicemail PIN for that mailbox.
• You will then hear the voicemail main menu.

Use this if:

• you are at someone else’s desk
• you need to check a shared mailbox
• *97 is not available on the phone you are using

1. From your own phone but checking a different mailbox

• Dial 98 instead of 97.
• Enter the target mailbox number and PIN.

What happens when you log in

After logging in, FreePBX usually announces:

• whether there are new messages
• whether there are old or saved messages
• the available menu options

The exact wording can vary slightly by FreePBX or Asterisk version, but the menu structure is usually the same.

Main voicemail menu

The most common main menu options are:

• 1 — listen to messages
• 2 — change folders
• 3 — advanced options
• 0 — mailbox options
• * — help
• # — exit

In some systems, prompts may be shortened or some options may be hidden if they are not in use.

Using 1 — Listen to messages

This is the option most users use every day.

When you press 1, FreePBX plays your messages, usually starting with new messages first.

During message playback, the common controls are:

• 1 — skip back a few seconds
• 2 — pause or resume
• 3 — skip forward a few seconds
• 4 — play the previous message
• 5 — repeat the current message
• 6 — play the next message
• 7 — delete the current message
• 8 — forward the current message to another mailbox
• 9 — save the current message
• * — help or return, depending on version
• # — move on or exit the current section, depending on version

Some systems also allow:

• 11 — play the message envelope, such as date, time and caller ID

Because voicemail prompts vary slightly between versions, it is normal for a few keys to behave a little differently. The most important everyday keys are usually:

• 5 to replay
• 7 to delete
• 9 to save
• 8 to forward

Message states

Voicemail messages are usually grouped as:

• New — not yet dealt with
• Old or Saved — kept messages
• Deleted — messages marked for deletion

A deleted message is usually removed when you exit voicemail. On some systems, it may still be recoverable until you leave the mailbox session.

Using 2 — Change folders

Folders are used to move around stored messages.

Typical folders are:

• 0 — new
• 1 — old
• 2 — work
• 3 — family
• 4 — friends

In most business setups, only new and old are used regularly. The extra folders exist in standard Asterisk voicemail but are often unused unless the organisation has chosen to use them.

Use folders if:

• you want to revisit saved messages
• you have a large number of stored voicemails
• your system uses message sorting into named folders

Using 3 — Advanced options

This menu gives extra actions beyond simply listening to messages.

Common advanced options include:

• 1 — send a voicemail directly to another mailbox
• 2 — reply to a message
• 3 — hear the message envelope

The most useful functions are:

1. Send a message directly to another extension

• Enter advanced options.
• Choose the option to send a message.
• Enter the destination mailbox or extension number.
• Record the message.
• Send it.

This leaves voicemail for a colleague without ringing their phone.

1. Reply to a message

• This usually only works for messages left by another internal extension.
• External callers do not normally support voicemail reply in the same way.

1. Hear envelope information

• This plays metadata for the message, such as:
• date
• time
• caller information, where available

Using 0 — Mailbox options

This menu is where personal voicemail settings are managed.

The most common options are:

• 1 — record your unavailable greeting
• 2 — record your busy greeting
• 3 — record your name
• 4 — record your temporary greeting
• 5 — change your voicemail PIN or password

These are the main settings every user should understand.

Unavailable greeting

This is the standard greeting callers hear when:

• you do not answer
• your phone is unreachable
• there is no specific busy greeting in use

A typical unavailable greeting might say that the caller has reached your extension and should leave a message after the tone.

Busy greeting

This is played when your extension is busy, if the PBX is configured to use a busy condition before sending to voicemail.

Not every system uses busy greeting separately. On some setups, calls may still use the unavailable greeting instead.

Recorded name

Your recorded name is used by the system in places such as:

• company directory lookups
• voicemail identification
• internal announcement prompts

It is worth recording this clearly, especially in shared or customer-facing environments.

Temporary greeting

This is useful for annual leave, sickness, site visits, or any short-term absence.

Important points:

• a temporary greeting usually overrides your normal greetings
• callers will hear it until it is removed or replaced
• when you return, remove or re-record it so the normal greeting is used again

A temporary greeting is the best option for holiday messages.

Changing your voicemail PIN

Changing the default PIN is strongly recommended.

When changing it:

• choose a PIN that is not easy to guess
• avoid using your extension number
• avoid obvious sequences such as 1234

If your organisation enforces PIN rules, FreePBX may reject simple values.

Recommended first-time setup

A new user should normally do the following after first logging in:

1. Dial *97.
2. Enter the current voicemail PIN if prompted.
3. Go to mailbox options with 0.
4. Change the PIN.
5. Record your name.
6. Record your unavailable greeting.
7. Optionally record a busy greeting.
8. Record a temporary greeting only when needed.

This gives callers a professional message and secures the mailbox.

Typical day-to-day tasks

To check new messages quickly

• Dial *97.
• Listen to messages.
• Use:
• 5 to replay
• 7 to delete
• 9 to save

To check voicemail from another desk

• Dial *98.
• Enter your extension number as the mailbox.
• Enter your voicemail PIN.

To leave a colleague a voicemail without ringing them

• Dial 98 and log into your own mailbox, or log into voicemail using 97.
• Go to advanced options with 3.
• Choose the option to send a message.
• Enter the colleague’s extension.
• Record and send the message.

To set an out-of-office greeting

• Access voicemail.
• Go to mailbox options with 0.
• Record a temporary greeting with 4.
• Confirm and save it.

To remove an out-of-office greeting when back

• Return to mailbox options.
• Re-record or disable the temporary greeting, depending on the prompts.
• If needed, re-record the unavailable greeting so callers hear the normal message again.

97 vs 98

The difference is simple:

• *97 = my mailbox from my phone
• *98 = any mailbox from any phone

Use *97 for speed and convenience.

Use *98 when:

• using a different handset
• checking a group or shared mailbox
• accessing another extension’s authorised mailbox

Common practical tips

• The voicemail PIN is usually separate from the phone’s web password or extension secret.
• A message waiting lamp on the handset usually means there is at least one new voicemail.
• Saved messages still use storage space, so delete messages you no longer need.
• If *97 asks for a mailbox number unexpectedly, the phone may not be correctly associated with the extension, or the PBX may not be receiving the correct caller identity from that handset.
• If the message light stays on after listening, check for:
• new messages
• urgent messages
• messages in other folders

What callers hear

Depending on configuration, callers may hear one of the following:

• your unavailable greeting
• your busy greeting
• your temporary greeting
• a system default greeting if you have not recorded one

If no personal greeting has been recorded, FreePBX may use a generic system announcement, which is less professional.

Good voicemail practice

• Keep greetings short and clear.
• State your name or department.
• Tell the caller what to do next.
• Mention alternative contact details only if appropriate.
• Update temporary greetings promptly.
• Delete old voicemails that are no longer needed.

A simple business greeting often works best, for example:

• your name
• your department
• a request to leave name, number and reason for calling

Summary of the most useful keys

For most users, these are the keys that matter most:

• *97 — access your own voicemail
• *98 — access any mailbox
• 1 — listen to messages
• 0 — mailbox options
• 5 — repeat message
• 7 — delete message
• 8 — forward message
• 9 — save message

While menus can vary slightly, the structure above matches the standard FreePBX voicemail experience for most end users.