Voicemails are a critical part of patient communication—especially for missed calls, after-hours inquiries, and urgent patient needs. Knowing how to quickly access and manage voicemails ensures your team can respond promptly, improve patient experience, and avoid missed opportunities.
This article covers how to retrieve voicemails from:
The Desktop App
The Web App
PbN Grow App (Mobile)
Yealink Desk Phones
Why This Matters
Voicemails often represent:
Missed new patient opportunities
Appointment requests or cancellations
Urgent patient concerns
If voicemails are not reviewed consistently, it can lead to:
Lost production
Poor patient experience
Delayed responses from your team
By regularly checking voicemails, your team can stay proactive and maintain strong communication with patients.
Retrieving Voicemails from the Desktop App
Open the PbN Desktop App
Go to the Call Center
Click on the Voicemails tab at the top
From here, you can:
View all voicemails across mailboxes
Use filters like:
All Mailboxes
Date Range (e.g., All Time)
Unread Only
Search for specific voicemails
Actions you can take:
▶️ Play the voicemail
🔊 Adjust volume
Review timestamp and caller details
Click the three-dot menu (⋮) to delete or mark as unread
Retrieving Voicemails from the Web App
The process in the web app mirrors the desktop experience:
Log in to Practice by Numbers (Web App)
Navigate to Call Center
Select the Voicemails tab
You will see:
A list of voicemails with:
Caller information
Extension (if applicable)
Time and date
Audio playback bar
Use filters to stay organized:
All Mailboxes – View voicemails across the practice
Unread Only – Focus on new items
Date Filter – Narrow down by timeframe
Retrieving Voicemails from the PbN Grow App (Mobile)
You can access voicemails on the go using the PbN Grow App.
Step 1: Open Calls
Tap Calls from the bottom navigation
Step 2: Select Voicemail
Tap the Voicemail tab at the top
Step 3: Filter Messages
Use filters to organize:
All Mailboxes
Unread Only
All Time (date filter)
Use the search icon to find specific callers
Step 4: Listen
Tap a voicemail to play it
View caller details and timestamp
Why Use the Grow App?
Mobile access allows your team to:
Respond to patients quickly—even when away from the office
Stay on top of missed calls in real time
Handle urgent patient needs after hours
Retrieving Voicemails from Yealink Phones
If your practice uses Yealink desk phones, you can access voicemails directly from the device without needing to log into PbN.
Before You Begin: Locate Your Voicemail PIN
Your voicemail PIN is configured in Phone Admin.
To find your PIN:
Click your profile icon (top right)
Select Phone Admin
Click Mailbox from the left-hand menu
Locate your mailbox
View or update your PIN in the Pin column
🔐 Note: If you don’t know your PIN, you may need an admin to update or reset it.
Option 1: Using the Voicemail Line Key (Recommended)
By default, PbN programs your voicemail box to the second line key on your Yealink phone.
To access:
Press the Voicemail line key (typically the second button on the phone)
Enter your PIN
Press #
Follow the prompts:
Press 1 to listen to new messages
This is the fastest and easiest way to access voicemails.
Option 2: Dialing the Voicemail Code
If needed, you can also dial directly:
Dial *98
Enter your PIN
Press #
Follow the prompts to listen to messages
ℹ️ This method works, but using the line key is recommended for quicker access.
Listening to Voicemails
Once logged into your mailbox:
Press 1 → Listen to new messages
Follow prompts to:
Replay messages
Save messages
Delete messages
The system is voice-guided and will walk you through each option.
Why This Matters
Using your Yealink phone to check voicemails allows your team to:
Quickly access messages at the front desk or operatory
Avoid switching between devices
Respond to patients faster during busy hours
Best Practice
☎️ Check voicemails at the start of the day and throughout the day
🔐 Keep your PIN secure and updated
👥 Ensure each team member knows how to access their mailbox