> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/operate/recording-and-interaction-data/manage-voicemails.md).

# Manage voicemails

Manage SharePoint Online voicemail storage details and related configuration values for supported Dialogue Cloud deployments.

Use this page to review the SharePoint Online voicemail storage behavior and related configuration values used for Dialogue Cloud administration.

## Before you begin

* Confirm which administrators monitor voicemail storage and who can access saved voicemail files.
* Confirm the target SharePoint document library for stored voicemail messages.

{% hint style="warning" %}
Voicemail files can contain customer data and regulated content. Confirm retention, notification, and access requirements before changing voicemail storage behavior.
{% endhint %}

## Voicemail metadata

Voicemail items stored in SharePoint include the following metadata.

| Field         | Description                                                             |
| ------------- | ----------------------------------------------------------------------- |
| `Type`        | File type                                                               |
| `Name`        | Call ID (GUID) generated by the platform                                |
| `Modified`    | Date the voicemail was added                                            |
| `Modified By` | Account that added the voicemail                                        |
| `Caller`      | Uniform Resource Identifier (URI) of the contact who left the voicemail |

## SharePoint Online voicemail storage settings

The cloud-oriented SharePoint Online variant uses the following configuration keys. The raw key names still use legacy abbreviations for the Microsoft Entra ID authentication variant (`AAD`) and the Active Directory Federation Services (`ADFS`) variant.

| Configuration key                       | Guidance                                                                                                       |
| --------------------------------------- | -------------------------------------------------------------------------------------------------------------- |
| `CopyVoicemailToSharePoint`             | Must be `True`.                                                                                                |
| `CopyVoicemailToSharePointIsOnpremises` | Must be `False`.                                                                                               |
| `CopyVoicemailToSharePointLibraryName`  | Name of the SharePoint document library used for stored voicemail files.                                       |
| `CopyVoicemailToSharePointOnlineUri`    | URL of the SharePoint Online document library.                                                                 |
| `CopyVoicemailToSharePointOnlineAAD`    | Must be `True`.                                                                                                |
| `CopyVoicemailToSharePointOnlineADFS`   | Selects the SharePoint Online Active Directory Federation Services variant when that deployment model is used. |

## Dialogue Insights reporting impact

Dialogue Details can show a voicemail download link when the voicemail file for the dialogue is saved and available. If the link is missing, check voicemail storage before treating the issue as a reporting problem.

## Configuration and reference ownership

Use Contact center configuration for the native setting path. This Operate page owns operational, storage, retention, and compliance guidance.

{% content-ref url="/spaces/gIhRKIrtrwqPt8cNlAy6/pages/GPmS80qb4nnck1OqlN4w" %}
[Service and Contact Center Settings](/contact-center-configuration/service-and-contact-center-settings.md)
{% endcontent-ref %}

Use Product reference when interpreting the voicemail fields exposed by the Power BI Template.

{% content-ref url="/spaces/scZpnEdBjDgQmlVn1iLr/pages/1yljYNPjDbEaLoVvXDYD#dialogue" %}
[Power BI Template data reference](/product-reference/reporting-and-power-bi/power-bi-template-data-reference.md#dialogue)
{% endcontent-ref %}


---

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