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How to accept and process voicemail interactions in 8x8 Contact Center
8x8 Support

How to accept and process voicemail interactions in 8x8 Contact Center

 

Objective

Accept voicemail interactions. The following procedure assumes that you are assigned to an enabled voicemail queue, and that your status is Available.

Applies To

  • Contact Center

Accept voicemail interactions

  1. In the Control Panel, click AvailableAgent Console offers a voicemail interaction only to an agent assigned to an enabled voicemail queue, and whose agent status is Available.
  2. When your agent telephone rings, Agent Console flashes the Phone tab and displays Voicemail Offered. Answer your agent phone to accept the interaction.
    Then, Agent Console:
    • Plays a recorded message that notifies you the new interaction is a voicemail interaction.
    • Tells you to press 1 to send a copy of the voicemail message to your email address as a WAV file attachment.
    • Begins playing the voicemail message.
      Agent Console repeats the voicemail message until you hang up the phone or press End Call.
  3. After listening to the voicemail message, hang up your agent telephone, or in the Phone tab of the Control Panel, click End Call.
    Agent Console permanently deletes the voicemail message. If you did not press 1 to send a copy of the voicemail message to your email address, the message is permanently lost.
  4. Click End Post Processing to change your status to Available, or click Work Offline if you need more time to complete any post processing tasks.

Receive voicemail email notification

The voicemail email notification now provides the transaction ID, allowing you to track the queued voicemails better. An email notification for a voicemail is generated as a result of:

  • Voicemail Queue Notification: When a caller leaves a voicemail via a voicemail queue, an email notification is sent to the email address configured for the voicemail queue.
  • IVR Settings for Voicemail: A voicemail being sent to an agent from the voicemail queue. The agent requests an email to be sent to the agent.
  • Transferring to Agent Voicemail: A voicemail being sent to an agent after the caller calls and leaves a voicemail in the agent’s voice box.

Additionally, you can retrieve the following information from a voicemail notification sent by email:

Tenant name, Cluster ID, Phone queue ID, Voicemail queue ID, Calling name, Interaction GUID of the inbound phone queue, Transaction ID of the inbound phone interaction, Voicemail begin offset, Filename, Agent name, and Voicemail retrieval delay.

Additional Information

The Reject interaction button is disabled if your contact center administrator has not granted the permission. This prevents agents from rejecting the interactions they are offered.

The only way you can save a voicemail message is to send a copy of the message to your email address. When you disconnect your agent telephone from the voicemail interaction, Agent Console permanently deletes the voicemail message.

 

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