Setting Up a Microsoft 365 Group for Shared Voicemail in Microsoft Teams

Overview

Webvault customers using Microsoft Teams can configure a shared voicemail group for Call Queues and Auto Attendants by setting up a Microsoft 365 Group with the correct settings, ownership, and membership. This guide walks you through the necessary steps to ensure the group functions properly within the Teams Admin Center.

Step 1: Create a Microsoft 365 Group

1. Sign in to the Microsoft 365 Admin Center (https://admin.microsoft.com/).

2. Navigate to Groups > Active Teams & Groups.

3. Click Add a Microsoft 365 group.

4. Select Microsoft 365 Group and click Next.

5. Choose at least one Owner for the group. A group owner is responsible for managing membership, settings, and permissions for the group.

6. Define and add the necessary Members to the group.

7. Assign a Group email address (this will be used for voicemail delivery).

8. Set Privacy to Private.

9. Enable the Create a team for this group option (this should be enabled by default).

10. Click Next, review the settings, and click Create group.

Step 2: Configure Group Settings for Voicemail Use

1. In the Microsoft 365 Admin Center, go to Groups > Active Teams & Groups.

2. Select the newly created group to open its properties.

3. Click on the Settings tab.

4. Under General, ensure the group can receive email.

5. Check or uncheck the Let people outside the organization email this team setting based on your organization's requirements.

6. Check Send copies of team emails and events to team members' inboxes to ensure voicemails are delivered to all members.

7. Click Save.

Step 3: Configure the Group in Microsoft Teams Admin Center

1. Sign in to the Teams Admin Center (https://admin.teams.microsoft.com/).

2. Navigate to Voice > Call Queues (or Auto Attendants if applicable).

3. Select or create the desired Call Queue or Auto Attendant.

4. In the Exception handling section, under Call overflow, Call timeout, and No agents opted or signed in, choose Redirect this call to....

5. In the Redirect To drop-down box, select Voicemail (Shared).

6. Choose the Microsoft 365 Group created in Step 1 as the shared voicemail recipient.

7. Click Save.

Step 4: Verify Configuration

1. Test the shared voicemail by calling the Call Queue or Auto Attendant.

2. Ensure voicemails are properly routed to the Microsoft 365 Group’s email inbox.

3. Verify that group members can access and play voicemails.

Troubleshooting Tips:

• If the group does not appear in the Teams Admin Center, ensure it was created as a Microsoft 365 Group and not another type.

• Confirm all group members have the required Teams and Exchange Online licenses.

• Ensure that group members are not set to shared mailboxes. Group members must be fully licensed mailbox users, as shared mailboxes typically do not receive voicemail emails via a Microsoft 365 Group.

• Workarounds for Shared Mailboxes:

  • Consider converting a shared mailbox into a regular mailbox or configuring an email forwarding rule from the shared mailbox to a fully licensed user.

  • Use the Add-UnifiedGroupLinks PowerShell command to add the shared mailbox as a member of the Microsoft 365 Group:

    Add-UnifiedGroupLinks -Identity "SharedVoicemailGroup" -LinkType Members -Links sharedmailbox@yourdomain.com

    This may allow shared mailboxes to receive voicemail messages sent to the group, though it should be tested to confirm functionality.