> For the complete documentation index, see [llms.txt](https://software-help-docs.gitbook.io/knowledge-base/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://software-help-docs.gitbook.io/knowledge-base/software-guide/phone/using-the-voicemail-feature.md).

# Using the Voicemail Feature

**Part One: Where To Upload Voicemail Files**

**Step 1: Voicemail files (mp3 format) can be set in two different places:**

* For Users, navigate to Settings > Team Management tab > Edit user > Call & Voicemail Settings
* Voicemail For The Business navigate to Settings > Company tab

**Understanding Priorities For Voicemail Files:**

When a call comes into a number you’ve set up in **our software**, our platform will check for a voicemail to play in the following order:

1. Is there a Voicemail file in the user settings of the user this number is attached to?
2. Is there a Voicemail file in the Company Settings

Note: If you'd like to set up voicemail for a phone number that forwards to another number, you need to set a "Timeout" timeframe, otherwise the call will ring by default for 60 seconds, during which time the voicemail of the forwarding number will trigger.

**Where To Control Timeout Settings:**

Timeout time frames can be set in three different places:

1. Settings > Team Management tab > Edit user > Call & Voicemail Settings
2. Settings > Phone Numbers > Click on the Pencil Icon for the Phone Number you are wanting to set this up for.

3\)Settings > Company Tab

**Understanding Priorities For Timeout Settings:**

As a call comes into your number, by default, it will ring for 60 seconds before looking for a voicemail. This will change with how you set your Time Out timeframe. Our platform will look for timeout timeframes in the following order:

1. Is a Timeout timeframe set up in the user settings of the user who uses this number?
2. Is a Timeout timeframe set up in the phone number settings of this number?
3. Is there a Timeout timeframe set up in the Company settings?

**NOTES:** If a call comes into a number and a Timeout timeframe is found but there is no voicemail file in **our software**, the following default message will be played: "We are unable to take your call right now. Please leave a message after the beep."

Also, Timeout numbers are not "connected" with any particular voicemail file, so if, for example, a call comes into your number and the platform detects a timeout timeframe set in the User's settings, but you don’t have a voicemail file, however, the platform recognizes a voicemail file in the Company settings, that voicemail file will be played.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://software-help-docs.gitbook.io/knowledge-base/software-guide/phone/using-the-voicemail-feature.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.