FreePBX Voicemail-to-Email Setup and Testing SOP

FreePBX Voicemail-to-Email Setup and Testing SOP

Standard procedure for enabling voicemail email delivery for extensions and confirming system-level email functionality

Version 1.0 | Prepared for internal use

SOP Purpose	Use this SOP to enable voicemail-to-email for any FreePBX extension, verify the extension-level settings, correct the voicemail email sender configuration, test delivery, and use logs to confirm whether FreePBX is sending properly.
Applies To	FreePBX / Incredible PBX voicemail users and extensions
Primary Menus Used	Settings → Voicemail Admin; Applications → Extensions; Reports → Asterisk Log Files; Connectivity → Trunks
Successful Result	A voicemail left for an extension triggers an email notification with the voicemail attachment to the email address listed on that extension.

Important: This SOP focuses on voicemail email delivery. If the phone lights up for voicemail but no email arrives, voicemail is working and the issue is usually the email sender, mail command, or server delivery path.

1. Prerequisites

· ☐ You can log in to the FreePBX administration dashboard.

· ☐ The extension already has voicemail enabled.

· ☐ You know the correct email address for the person assigned to the extension.

· ☐ You have permission to click Submit and Apply Config.

· ☐ You can access Reports → Asterisk Log Files or another log viewer inside FreePBX.

2. Confirm Extension-Level Voicemail Email Settings

Use this section for every extension that should receive voicemail by email.

Step	Action	What to Check
2.1	Open the extension voicemail record	Go to Settings → Voicemail Admin. Select the target extension from the list on the right side of the screen.
2.2	Verify the extension name	On Account Settings, confirm the Name field matches the user assigned to that extension.
2.3	Verify the email address	Confirm Email Address is the mailbox that should receive the voicemail notification. Example: user@yourdomain.com.
2.4	Verify pager email address	If the system uses pager notifications, match the Pager Email Address to the same email or leave it according to your internal policy.
2.5	Enable attachment delivery	Set Email Attachment to Yes so the voicemail recording is attached to the email.
2.6	Save the extension changes	Click Submit, then click Apply Config.

3. Confirm Global Voicemail Email Configuration

These settings control how FreePBX identifies voicemail emails when sending them from the system. This was the key correction that allowed voicemail email delivery to start working.

Step	Action	What to Enter / Confirm
3.1	Open global voicemail settings	Go to Settings → Voicemail Admin → Settings → Email Config.
3.2	Set Email Subject	Use a clear subject such as “PBX Voicemail Notification” or “LIHG Voicemail Notification.”
3.3	Set Email From String	Replace generic text such as “Incredible PBX” with a clear sender name such as “LIHG Voicemail System” or “[Company] Voicemail System.”
3.4	Set Server Email	Use a real mailbox-style sender address, not a bare system name such as “asterisk.” Recommended format: voicemail@yourdomain.com or pbx@yourdomain.com.
3.5	Confirm Attach Voicemail	Set Attach Voicemail to Yes.
3.6	Leave Mail Command unchanged at first	If voicemail email starts working, do not change the Mail Command. In this case, /usr/local/sbin/sendmailmp3 was left in place.
3.7	Save global settings	Click Submit, then click Apply Config.

Recommended Global Email Values

Field	Recommended Value	Reason
Email From String	[Company] Voicemail System	Gives the recipient a recognizable sender name.
Server Email	voicemail@yourdomain.com	Avoids rejected mail from invalid senders such as “asterisk.”
Attach Voicemail	Yes	Sends the audio file with the notification.
Mail Command	Leave current working command in place	Do not change if email delivery and attachments are working.

4. Test Voicemail-to-Email Delivery

· ☐ Call the extension from another phone or route an inbound test call to the extension.

· ☐ Let the call go to voicemail.

· ☐ Leave a clear test message, such as “This is a voicemail-to-email test for extension 1000.”

· ☐ Confirm the phone/extension shows a voicemail indicator or message waiting light.

· ☐ Check the email inbox listed on the extension.

· ☐ Check Spam/Junk if the email does not appear immediately.

· ☐ Confirm the email includes the voicemail attachment.

Success Criteria: The test is successful when the phone shows voicemail and the email notification arrives at the mailbox listed on the extension, preferably with the audio file attached.

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