The VICIdial voicemail admin user group

If one VICIdial server hosts more than one team, you eventually want walls between them — and not just for agents, but for the admins too. The Admin User Group field on a voicemail box is one of those walls. It controls which admin users are even allowed to view that voicemail record, scoped by their user group.

By default the field is set to --ALL--, which means any admin user can see the box. Change it to a specific group and the record effectively disappears for admins outside that group. It is a quiet but useful setting when one box is full of another client's callbacks.

What it scopes — and what it doesn't

The Admin User Group restricts admin viewing of the voicemail record. An admin whose user group doesn't match won't see this box in the admin listings. That's the separation you want when two clients share a server and neither should be poking at the other's mailboxes from the admin screen.

What it does not do is change how the box answers calls or who can leave a message. A caller routed here from a DID (direct inward dialing) or a Call menu still reaches the box regardless of group — the field is about admin visibility, not call routing. It also doesn't replace the box's own ID and password for phone check-in; somebody who knows those can still dial in. So treat it as administrative tidiness and tenant separation, not as a hard security boundary against people who already have credentials.

Where it earns its place

User-group scoping shines in a few shapes of operation:

• A Managed hosting or agency setup where each client gets its own admin user group and shouldn't see siblings.
• Departments on one box — sales, support, billing — each with its own boxes and its own admins.
• A large list of boxes where you simply want each admin to see only what's relevant to keep the screen manageable.

It pairs naturally with the same user-group scoping VICIdial applies elsewhere — campaigns, ingroups, and Lead lists can carry the same restriction, so a client's whole footprint stays inside one group. The decision an admin's view goes through is simple:

flowchart TD
  A["Admin opens voicemail list"] --> B{"Box Admin User Group"}
  B -- "--ALL--" --> C["Visible to every admin"]
  B -- "Specific group" --> D{"Admin in that group?"}
  D -- Yes --> E["Box visible"]
  D -- No --> F["Box hidden from this admin"]

To set it, open the voicemail record under Admin and pick the group in Admin User Group. Leaving it at --ALL-- keeps the old behavior — everyone sees it — so you only change it on boxes that genuinely belong to one tenant. If you're building out a multi-client server, it's worth setting this at the same time you create the box, rather than retrofitting it later when a list of fifty boxes is already tangled.

This field is part of the same record as the email, greeting, and zone settings, so you'll meet it whenever you're modifying a voicemail box. For how all the box fields — greetings, TTS (text to speech) prompts, zones, and visibility — fit into the wider audio setup, the audio prompts and voicemail overview connects the pieces.

Running a multi-tenant VICIdial estate is much calmer when each tenant can have a clean, isolated box of their own. We provision a secured, dedicated VICIdial server in under 40 seconds — see pricing — so real separation can mean a real server, not just a user group.