Why can't I see voicemail interactions in playback?

Applies To

• Contact Centre Console

Answer

It is not possible to search for and listen to voicemail interactions via Monitoring > Playback. Voicemail interactions cannot be found in Monitoring > Playback because they are not 'live' voice interactions. These can be found in Customer Experience. 

There is an option to get emails sent with the voicemail  or to pick them up from a queue where they are often deleted after the agent has listened to it.