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Delete Virtual Contact Center Voicemails and Send as Attachment
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Delete Virtual Contact Center Voicemails and Send as Attachment

Objective

To configure Virtual Contact Center (VCC) Configuration Manager to send voicemails as WAV file attachments directly to an email address. With this setup, agents do not have to retrieve voicemails from a queue. VCC Configuration Manager can also be made to automatically remove voicemails from a queue.

Applies To

  • Virtual Contact Center
  • Voicemail Queues

Procedure

  1. Log into VCC Configuration Manager.
  2. From the Configuration Menu, open Queues/Skills.
  3. Click Edit (pencil icon). 
  4. Go to the Notification tab.
  5. Select Enabled to enable the notification.
  6. Specify the Email Address(es) to which voicemail attachments must be sent.
  7. Check Delete from queue to delete the voicemail from the voicemail queue after sending the email attachments.
  8. Click Save. With this step, the configuration of a voicemail queue is complete.

    Voicemail_Notification.JPG

 

Additional Information

When selecting Delete from queue, the call flow will by-pass the voicemail queue, and these interactions are not captured in the VCC reports.

For more information, see the online documentation.

 

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