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How do I access the additional settings in the Voicemail Queue IVR tab?
8x8 Support

How do I access the additional settings in the Voicemail Queue IVR tab?

Objective

To access the additional settings in the Voicemail Queue IVR tab.

Applies To

  • Virtual Contact Center
  • Configuration Manager
  • Voicemail Queues
  • IVR

Procedure

  1. Create a custom audio file, this is what the agents will hear when receiving the voicemail, and should give the agent directions on how to handle the voicemail. This audio file needs to be created outside of 8x8 software. 
  2. Log into the Virtual Contact Center Configuration Manager. 
  3. Select Queues/Skills.
  4. Click Edit (pencil icon) for the Voicemail Queue.
  5. Select the IVR tab and click Upload Custom.Screen Shot 2019-09-11 at 10.09.47 AM.png
  6. Upload the .wav audio file. 
  7. Click Save.
  8. The settings are now available for editing:
    • Delete Voice Mail
    • Send Voice Mail by E-mail.
  9. Adjust the settings as desired. 
  10. Click Save

Additional Information

For information on what sort of audio files you can use, see What is the required audio file format?

In the Virtual Contact Center Configuration Manager, in the Voicemail Queue IVR tab, these options are grayed out: 

  • Delete Voice Mail is set to On hang up and is greyed out.
  • Send Voice Mail by E-mail is set to On request and is greyed out.

To make them available, a custom audio file needs to be used.

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If more assistance is needed, you can engage with the 8x8 Training Team.