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Thanks for the clarification. For the "play announcement" we have to tick the "Include mailbox name in announcement"

If still doesn't kick in. You have to create a case into our portal. Click here to create a case. Thanks for your patience.

Ah thats great thanks - it was that tick box - include mailbox name in announcement - that was producing the customized audio message. Thats what I was trying to remove, so thats perfect, thanks very much for your help.

Hello Paul!

You can change it in user greeting.

Also, you can check all the types of greetings we have in our account. Thank you!

Hi Jenn thanks for the quick reply. I have checked that setting and it is already unticked.

Possibly I did not explain correctly but the setting that I am refering to is here -

user list > user > call handling and forwarding > settings > edit incoming call information > play announcement > Play announcement before connecting.

I have this configured as "for non-ringcentral phones only" and it kicks in when I configure a user to be forwarded on to a mobile number - when the user answers the call on their mobile, they receive a custom message advising them to press 1 to receive the call. I want to know where I can configure a custom (or default) recording for that announcement.