Voicemail to email is one of the highest-value features on a business VOIP system and one of the most frequently misconfigured. When it works correctly, every missed call becomes an audio file in your inbox within seconds -- no dialling into a voicemail box, no forgotten messages, no missed callbacks. When it is set up incorrectly, messages silently fail to deliver and staff assume the phone system is broken. This guide covers how to configure voicemail to email correctly on the main platforms used by Australian businesses in 2026.
How Voicemail to Email Works
When a call goes unanswered and reaches voicemail, the VOIP platform records the message as an audio file (typically MP3 or WAV). The platform then sends an email to the configured address with the audio file attached. Some platforms also generate a text transcription of the message and include it in the email body. The email is sent via the platform's SMTP relay or a configured outbound mail server.
The most common failure point is email delivery. The voicemail is recorded correctly but the email never arrives because: the sending domain is not authorised (SPF/DKIM issue), the message is caught by the recipient's spam filter, or the SMTP relay configuration is incorrect. Diagnosing voicemail-to-email issues almost always starts with the email delivery chain, not the voicemail recording itself.
Setup on Maxotel Hosted PBX
On Maxotel's hosted PBX platform, voicemail to email is configured per extension in the PBX management portal. The steps below apply to the current Maxotel portal interface (2026).
Per-extension voicemail setup
Log into the Maxotel portal. Navigate to PBX > Extensions and select the extension you want to configure. In the Voicemail section:
- Enable voicemail: Toggle on.
- Voicemail PIN: Set a PIN for checking voicemail by phone (4 to 6 digits). Avoid using the extension number as the PIN.
- Email address: Enter the staff member's email address. This is where the voicemail notification is sent.
- Email notification: Set to 'Send email with attachment' to receive the audio file. 'Send email only' sends a notification without the recording.
- Delete after email: Optional. If enabled, the voicemail is deleted from the system after the email is sent. Useful for avoiding duplicate retrieval but means the recording only exists in email.
Ring group voicemail
For ring groups (where multiple staff share call handling), configure voicemail at the ring group level rather than individual extensions. In PBX > Ring Groups, set the 'No answer' destination to a voicemail box associated with a shared email address (e.g. reception@yourbusiness.com.au or a team alias). This way missed calls to the group go to one monitored inbox, not to one specific staff member who may be away.
Setup on FreePBX
FreePBX uses Asterisk's built-in voicemail module. Voicemail to email requires a working outbound email configuration on the server -- FreePBX does not have a built-in mail relay, it depends on the Linux server's mail transport agent (typically Postfix) or a configured SMTP relay.
Configure the SMTP relay
The most reliable approach for FreePBX voicemail email delivery is to configure an SMTP relay through a transactional email service (SendGrid, Mailgun, AWS SES, or Postmark). Sending directly from your server IP is unreliable -- most email providers will mark messages as spam or reject them if the sending IP does not have a strong reputation.
Install and configure Postfix as the local MTA, then relay through your SMTP service. In Postfix's main.cf:
- Set
relayhost = [smtp.sendgrid.net]:587(adjust for your provider) - Configure SASL authentication with your API key or credentials
- Set
smtp_use_tls = yes
Test by sending a test email from the command line: echo 'test' | mail -s 'Voicemail Test' your@email.com
Configure voicemail per extension
In FreePBX: Applications > Extensions > select the extension > Voicemail tab. Enable voicemail and enter the email address. In the 'Email Address' field, enter the destination email. In 'Attach' set to Yes to include the audio file. In 'Delete Voicemail' set to Yes if you want the message deleted after email delivery (No to retain it on the system).
The voicemail email template can be customised in Admin > Voicemail Admin > Settings. The default template includes the caller ID, date/time, and mailbox number. For a professional delivery, customise the 'emailsubject' to something like 'Voicemail from {VM_CALLERID} for {VM_MAILBOX}' and the 'emailbody' to include your business name.
Setup on 3CX
3CX includes voicemail to email as a standard feature. Configuration is in the 3CX Management Console under Users > select user > Voicemail.
3CX email server configuration
First configure 3CX's outbound email server: Settings > Email. 3CX supports Office 365, Gmail, or a custom SMTP server. For Australian business deployments using Microsoft 365, use the Office 365 relay option with your Microsoft 365 credentials. For Google Workspace, use the Gmail relay. For custom SMTP (SendGrid, etc.), enter the SMTP host, port, and credentials.
After configuring the email server, test it from the Email settings page using the 'Send Test Email' function before proceeding. If the test fails, debug the SMTP settings before configuring individual voicemail boxes -- the problem is always the email relay, not the voicemail feature.
Per-user voicemail in 3CX
Users > select user > Voicemail tab. Set 'Email address for voicemail notifications' to the user's email. Enable 'Send email with attachment' to include the audio file. 3CX also supports voicemail transcription in the paid tiers -- if your plan includes it, enable 'Transcribe voicemail' to add a text version of the message to the email body.
Troubleshooting Voicemail to Email Delivery
If voicemail notifications are not arriving, work through this checklist in order:
1. Check the spam folder
Voicemail notifications from VOIP platforms frequently land in spam, especially on Microsoft 365 or Google Workspace with aggressive filtering. Check the spam/junk folder first. If messages are there, whitelist the sending domain in your email provider's spam settings. Add the sender address to a safe senders list.
2. Verify SPF and DKIM records
Your domain's SPF record must authorise the mail server sending voicemail notifications. If your VOIP platform sends email from a subdomain or via a shared relay, confirm the sending IP or domain is included in your SPF record. Use an SPF checker tool (MXToolbox is the standard) to verify. DKIM signing by the sending platform also significantly improves deliverability.
3. Check the email address configuration
A typo in the destination email address is more common than expected. Verify the email address saved in the extension or user settings exactly matches a valid mailbox. Test by temporarily redirecting to a personal email address that you can confirm is receiving mail.
4. Check the file attachment size limit
Long voicemail messages produce large audio files. Microsoft 365 and Google Workspace both have inbound attachment size limits (25 MB for Gmail, configurable for M365). A 10-minute voicemail recorded in WAV format can exceed 10 MB. If the audio file is being stripped or the email is bouncing, check the attachment size. Configure your VOIP platform to use MP3 encoding (smaller file size) rather than WAV where the option is available.
5. Test the SMTP relay directly
For FreePBX and self-hosted platforms: send a test email from the server command line to confirm the SMTP relay is working independently of the voicemail feature. If the test email fails, the voicemail email will also fail -- fix the relay first.
Best Practices for Voicemail to Email
Use a shared mailbox for ring groups. When a ring group's missed calls go to a shared voicemail box, send the notification to a shared team inbox (e.g. reception@company.com.au or support@company.com.au) rather than one person's email. This ensures coverage when staff are absent and avoids messages being missed because the nominated person is on leave.
Set a voicemail retention policy. Decide upfront whether voicemails are deleted after email delivery or retained on the system. For compliance-sensitive industries (financial services, healthcare), retain recordings on the VOIP platform for the required period (typically 7 years for financial communications under ASIC rules) and use the email notification as a convenience copy, not the archive.
Include caller ID in the subject line. Configure your voicemail email template to include the calling number in the subject line. This allows staff to see who called and call back without opening the attachment. Most platforms support caller ID substitution in the email subject template.
Test after every platform update. VOIP platform updates occasionally reset SMTP configurations or email template settings. After any platform update, send a test voicemail to confirm delivery is still working.
Is voicemail to email included in standard Australian hosted PBX plans?
Can I get a text transcription of voicemail messages?
Why are my voicemail emails going to spam?
Can voicemail emails be sent to multiple addresses?
Does voicemail to email work on mobile softphones?
Related reading:
- Auto-attendant setup guide
- After-hours call routing
- Call flow design for small business
- FreePBX setup guide
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