Introduction
The LiveVox Voicemail functionality supports agent and group voicemails. With the release of Voicemail 2.0, when callers leave messages, agents can view and play the messages directly from the desktop. Users can check group voicemails via Voicemail report available through LiveVox portal. Voicemail 2.0 supported features include: - Ability to download voicemails in MP3 format
- Group voicemail PIN is no longer required
- Increased storage capacity
- Visual Voicemail
- Voicemail recording report
This document provides an overview of the Voicemail 2.0 features through a comparison of these features to the previous voicemail release. Upgrade RequirementsVoicemail 2.0 is available with LiveVox U10 or later versions. If you are on LiveVox U10 (or a later version) and using computer based audio, it is recommended that you take advantage of the new voicemail. Please contact Client Services team for assistance with the upgrade. | Note |
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| title | Important Information before the upgrade |
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| - All voicemails, personal or group, will be deleted during migration to the new version of the voicemail - you will have no access to the old voicemails after the upgrade. If you need to save some of the messages, the following is recommended:
- Review and clean up voicemails - keep only those you need
- Advise Client Services that you would like to backup your voicemails. Client Services team will take necessary steps to backup and provide to you as a .zip file with the download instructions.
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Features and changesThe following table provides a comparison of features between the existing and new version of the voicemail and offers details for Voicemail 2.0 features. | Voicemail 1.0 | |
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Access to personal and group voicemail is available from the VM tab of the agent desktop. 
| Access to personal and group voicemails is available from the Inbox tab of the agent desktop. This tab also provides access to a group or personal SMS or e-mail. Only the messages from current and past month are displayed. 
| Access to voicemail is dial-pad based. Agents can use the dial pad to select specific keys to perform basic voicemail navigation.
| No dial pads. All actions can be performed right from this screen. Need to highlight what is available on the screen that Voicemail 1.0 did not have. Options under ... Caller ID Not sure that below screenshot is good but we need to show the difference. 
| | 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 clicking 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 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 can check Voicemail (group or personal) directly from the Agent Desktop. | Panel |
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- Click the Inbox tab to access voicemail.
- Select an option from the list of personal and group voicemail. The caller ID is displayed on the Agent Desktop.
- Hover over the number to view the available options, and click Play to play the selected voicemail.
- The Voicemail is played and the audio scroll is displayed in the Agent Desktop.
Click Resolve to delete the message.
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Personal and group Voicemails are stored in the agent desktop for 30 days. Voicemail messages expire after this time frame. |
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Voicemail Recording Report |