GrowthMap Voicemail Setup Guide

This article provides a guide to setting up and managing voicemail in GrowthMap. Whether you need to configure voicemail for your company or for individual users, this resource covers all the essential steps. Follow these instructions to ensure your voicemail system is set up effectively and tailored to your needs.

Where To Upload Voicemail Files

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

1) Voicemail For Users

• Navigate to Sub-Account > Settings > My Staff tab
• Click Edit User
• Expand Call & Voicemail Settings
• Upload an mp3/wav file

2) Voicemail For The Business

• Go to Sub-Account > Settings > Business Profile tab
• Scroll down to Call & Voicemail Settings
• Upload an mp3/wav file

Where To Control Timeout Settings

To replace the original voicemail of the forwarding number, you need to set a Timeout value. If not set, calls will ring for 60 seconds, allowing the original voicemail of the forwarding number to trigger instead of the uploaded voicemail.

Timeout numbers can be set in three different places:

1. Sub-Account > Settings > Team Management tab > Edit user > Call & Voicemail Settings
2. Sub-Account > Settings > Phone Numbers > Pencil Icon for a specific phone number
3. Sub-Account > Settings > Company Tab

Understanding Priorities For Timeout Settings

When a call comes into a GrowthMap number, it rings for 60 seconds by default before looking for a voicemail unless a Timeout number is set. HighLevel checks for a timeout number in the following order:

1. User settings (if the GrowthMap number is assigned to a specific user)
2. Phone number settings (if the timeout is configured under the specific phone number)
3. Company settings (if no timeout is found in the previous two locations)

Troubleshooting Company Voicemail Not Working

If your company voicemail is not working, follow these troubleshooting steps:

1. Check If The GrowthMap number Is Assigned to a User

• Ensure the GrowthMap number is linked to a user account.
• Confirm that the user has uploaded a voicemail file.

2. Check Forwarding Number or Business Phone Configuration

• The system requires a forwarding number to drop/play the uploaded voicemail.
• Assign the GrowthMap number to a user and enable Inbound Calling on the Mobile App.

3. Adjust Call Timeout Settings

• Try setting the Inbound Call Timeout to 1 second.
• Ensure the maximum Incoming Call Timeout is less than 20 seconds.
• If calls still go to the forwarding number's voicemail, lower the call timeout incrementally (e.g., 10 seconds, 15 seconds) to test.

4. Check If the Forwarding Number Goes to Voicemail Instantly

• If the forwarding number is in Do Not Disturb mode or configured to go directly to voicemail, the uploaded voicemail will not play.
• The key is to set the call timeout so that the call drops before the forwarding number's voicemail answers.

5. Ensure the Voicemail File Format Is Compatible

If your voicemail file is high quality or not in mp3 format, follow these steps:

• Go to https://online-audio-converter.com/
• Upload the voicemail file
• Convert it to ECONOMY 64kbps MP3
• Upload the new file and test by calling the GrowthMap number