IntroductionThe LiveVox Voicemail feature allows users to exchange agent and group voice messages. The updated Voicemail feature includes a host of new features such as Visual Voicemail, increased storage capacity, single sign-on, voicemail recording report, and the ability to download voicemails in MP3 format. This document provides an overview of the features and functionality included in Voicemail. Add better description of what is supported by LiveVox platform - voicemail, agent and group. Voicemail OverviewUpgrade requirementsIf you are using LiveVox U10 or later versions, you can upgrade voicemail 1.0 to voicemail 2.0. Contact client services for assistance your Voicemail. Before you upgrade, it is recommended that you clean your current Voicemail inbox and back up your existing voicemail. Contact Client Services for assistance in performing the following actions prior to upgrading. Client Setup: Update Update the following modules in the call flow for each type of voicemail: - Agent -> Operator Transfer, Voicemail.
- Extension and Group -> Extension Transfer, Operator Transfer, Voicemail.
- Client Setup: Create new messages based on the updated call flows.Clean current voicemail inbox. Customers are suggested to back up existing voicemail.
Note |
---|
- Messages left on old Voicemail Inbox are deleted and won't will not be accessible through agent desktop Agent Desktop after the upgrade.
- Agents have no access to old voicemail through the new voicemail system.
|
- Client Setup: Associate new messages for the current services that require each type of voicemail. Take note of current Inbound messages associated to with services.
EnhancementsUpdates The following table provides a comparison of the features in voicemail Voicemail versions. Voicemail is now enhanced updated to include the following features: Voicemail 1.0 | Voicemail 2.0 | Access to personal and group voicemail from the VM tab.
| Access to personal and group voicemails through the agent desktop from the Inbox tab.
Select personal or group voicemails from the list of available messages similar to SMS and email messages. The agent Inbox tab displays the options available to the agent. The Resolve option allows agents to delete the selected voicemail.
| Access to voicemail is dial pad based. Agents can use the dial pad to select specific keys to perform basic voicemail navigation.
| Access to voicemail is based on visual options.
| Voicemail storage capacity of 100 MB. | Voicemail storage capacity of 500 MB. | Agents cannot download voicemails. | Agents can download voicemails. Audio is stored in mp3 format. If you are using the Chrome browser, you can download voicemails by the three vertical dots on the player, and then clicking Download. If you are using the Firefox browser, you can download voicemails by right-clicking the player and clicking Save Audio As.
| Greeting messages are configurable while accessing the voicemail from the agent desktop. Instructions on how to record a greeting message are provided in the voicemail IVR. | Greeting messages are configurable only at the call flow messages/prompts. Greetings can be configured in the voicemail module, using the Prehold Prompt Phrase message property. Personalized messages are not available in this version.
| Group voicemail PIN configured in Configure>Services>Phone Numbers> PIN.
| Group voicemail PIN configured in voice portal is no longer required to check the group voicemails in agent desktop. | Agent and group voicemail boxes cannot be accessed outside Agent Desktop. | Group voicemails can be accessed through the following location: Review > ACD Reports > Voicemail Recording Report.
| Voicemail is stored in the agent desktop indefinitely. | Voicemail is stored in the agent desktop for 30 days |
Checking VoicemailYou are able to check for voicemail can check Voicemail (group or personal) directly from the Agent Desktop. 1. on - the Inbox tab to access voicemail.
| 2. - Select an option from the list of personal
| a Image Removed 3. The - The caller ID is displayed
| in agent desktopImage Removed- Image Added
| 4. Hovering displays - to view the available options
| . Click play - , and click Play to play the selected voicemail.
Image Modified
| 5. voicemail - Voicemail is played and the audio scroll is displayed in the
| agent desktop- Agent Desktop.
Image Modified
| 6. Click Resolve to delete the message. Image Modified
voicemail is Voicemails are stored in the agent desktop for 30 days. |
Messages Voicemail messages expire after this time frame. |
|
|