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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 your voicemails before requesting a backup.
  • The Backup your existing voicemails with the help of the Client Services team. Client Services will help you backup your voicemails to a a .zip file and 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.

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. 

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. 

Access to voicemail is visual. You can perform all actions on a single screen. 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 in your browser. would like to replace this screenshot with the same but that has Listen option in focus instead of Resolve since this is about ability to listen to vm.

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. 

Is this accurate?

Yes, I'm still able to record greeting messages using the agent desktop audio, or dial-in audio using my softphone.   However, my understanding is this is specific to group (service) voicemail.  The next section specifically addresses personal (agent) voicemail greetings.



Greeting messages are configurable at the call flow messages/prompts. Greetings can be configured in the voicemail module, using the Prehold Prompt Phrase option under Message Properties.

Note

Hold Prompt Phrase is no longer supported. The field is available for backwards compatibility with older version of Voicemail module.

We are saying that Hold Prompt Phrase is no longer supported but we include it in the screenshot? Is this the correct screenshot?  

Yes, this screenshot is correct.  I've added info to the note to clarify.

Personalized unavailable message is available when using Dial column to connect to the voicemail box and selecting Mail option from the dial pad.

May need to update this screenshot as I copied it over from the top instead of inserting.  Updated screenshot

Personalized unavailable message is not available in this version. 

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

Group voicemail PIN is no longer required. You can configure Group voicemails at Configure > Client / Service > Services > Phone Numbers.

Is there screenshot here or not? Not sure.  Updated both screenshots

PIN field is available for backwards compatibility with older version of Voicemail module?

Agent and group voicemail boxes cannot be accessed outside Agent Desktop.

Group voicemails can be accessed through the LiveVox portal by navigating to Review > ACD Reports > Voicemail Recording Report.

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. Voicemails are purged after 30 days and are no longer available.

    Is personal vm purged or all of them?  both.  We have access to group voicemails for up to 90 days through the report so is this accurate or what are we trying to say?  We purge voicemails from the agent desktop.  It is agents who would not be able to access their voicemail after this time period.


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.

Questions I have here is do we want to list what you can already see in the UI (search criteria and result columns) without definitions or more information? I think this should be a little more detailed similar to our report section in the user guide. but I am open to suggestions.

I think the audience for this document should be fairly familiar with the reporting interface.  I don't feel it is necessary to be this detalied since this is focused on the voicemail feature.

Would we ever provide this document to a new client that gets Voicemail 2.0 but have never had Voicemail 1.0?


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