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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 their desktop. Users can check group voicemails by using the Voicemail report available through the 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. 

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Upgrade Requirements

Voicemail 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 the Client Services team for assistance with the upgrade.

Note
titleImportant Information before Upgrading

All voicemails, personal or group are deleted during the migration to the new version of the voicemail. Old voicemails are no longer available after the upgrade. If you want to save voicemail messages, it is recommended that you:

  • Review and clean up the your voicemails before requesting a backup. 
  • The Client Services team will help you with the backup process and provide you backup your voicemails to a .zip file with the download instructionsand provide instructions on how to download the file.

Features and Functionality

The following table provides a comparison of features and functionality between the existing and new versions of the voicemail.

Voicemail 1.0

Voicemail 2.0 

Access to personal and group voicemail is available from the VM tab of the agent desktop. 

All messages are displayed until deleted.

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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. 

Note

Only the messages from the last 30 days are displayed. 

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Voicemail storage capacity of 100 MB.

Voicemail storage capacity of 500 MB.

Access to voicemail is dial-pad based. Agents can use the dial pad to select specific keys to perform basic voicemail navigation. 

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Access to voicemail is visual.

Perform

You can perform all

the

actions on a single screen.

With the new caller ID feature, you can

Caller ID allows you to view the phone number of the caller. You can listen to voicemail messages in any order, and also play the messages

right

in your browser.

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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.

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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. 

option under Message Properties.

Personalized messages are not available in this version.

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Note

Hold Prompt Phrase is no longer supported.


Group voicemail PIN configured in Configure > Client / Service > Services > Phone Numbers > PIN.

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Group voicemail PIN
configured in voice portal
is no longer
required to check the group voicemails in agent desktop
supported. You can configure Group voicemails at Configure > Client / Service > Services > Phone Numbers.
Agent and group voicemail boxes cannot be accessed outside Agent Desktop.

Group voicemails can be accessed through the LiveVox portal by navigating

to: 

to Review > ACD Reports > Voicemail Recording Report.

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Checking Voicemail

You can check Voicemail (group or personal) directly from the Agent Desktop.

Panel
  1. Click the Inbox tab to access voicemail.
  2. Select an option from the list of personal and group voicemail. The caller ID is displayed on the Agent Desktop.

  3. Hover over the number to view the available options, and click Play to play the selected voicemail.

  4. The Voicemail is played and the audio scroll is displayed in the Agent Desktop.

  5. Click Resolve to delete the message.

    Note

    Personal and group Voicemails are stored in the agent desktop for 30 days. Voicemail messages expire after this time frame Voicemails are purged after 30 days and are no longer available.


Voicemail Recording Report

The Voicemail Recording Report is a standard report available to users through the LiveVox Portal. Users can play and download the group voicemail recordings. For personal voicemails, the report provides a read/unread count, but you cannot download the recordings.

The Voicemail Recording Report contains the following result columns:

  • Mailbox
  • Account
  • Phone
  • Session
  • Date
  • Voicemail Start Time
  • Voicemail Duration
  • Voicemail Status
  • Audio Play
  • Audio Download

You can use the following search criteria to generate reports:

  • Dates
  • Call Center
  • Mailbox
  • Phone
  • Account
  • Sort By
  • Voicemail Duration

You can generate reports in JSON and HTML formats, and you can export the reports to Adobe PDF, Microsoft Excel, and CSV formats.


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