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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 through the Voicemail report available on the LiveVox portal.

Voicemail 2.0 includes the following features:

  • Ability to download voicemails in MP3 format
  • Group voicemail PIN is no longer required
  • Increased storage capacity
  • Visual Voicemail
  • Voicemail recording report


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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 LiveVox Customer Care 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.
  • Backup your existing voicemails with the help of the LiveVox Customer Care Team. The LiveVox Customer Care Team will help you backup your voicemails to 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 a new version 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 current and previous months are displayed to agents.

Voicemail storage capacity is 100 MB.

Voicemail storage capacity is 500 MB.

Access to voicemails is through the use of the speaker icon in the Dial column of the agent desktop. Agents can then use the dial pad (if connected via LVC) to select specific keys to perform basic voicemail navigation. For example, press “1” to listen to messages in the currently selected folder or Press "3" to hear the caller ID. 

Access to voicemail is visual. You can perform all actions on a single screen. Caller ID is no longer needs to be requested as the phone number of the caller (Caller ID) is available on the screen. You can listen to voicemail messages in any order, and also play the messages in your browser.

Agents cannot download voicemails.

Agents can download voicemails. The 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.

Note

There are no permissions for downloading voicemails from the agent desktop.


Group voicemail unavailable messages are configurable within the voicemail module of the Call Flow editor, using the Voicemail Prehold Phrases and Voicemail Hold Phrases options in the Message Properties tab.

Message PropertiesDefinition
Voicemail Prehold PhrasesPrompt to be played back before voicemail.
Voicemail Hold PhrasesPrompt to be played back to the customer during the call is on hold.


Group voicemail unavailable messages are configurable within the voicemail module of the Call Flow editor, using the Prehold Prompt Phrase option in the Message Properties tab.

Note

Hold Prompt Phrase is no longer supported. The field is compatible with older versions of the Voicemail module.


The agent's personalized unavailable message is available as one of the navigation options when using the Dial column to connect to the voicemail box and selecting  “0” for the Mailbox options from the dial pad.

The agent's 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.

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.


    The Voicemail starts playing and an audio scroll appears.


  4. Click Resolve to delete the message.

    Note

    Personal and group Voicemails are available on the agent desktop for the current month and the previous month.


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. You cannot, however, download the recordings.


Note

The Voicemail Recording Report is available only in LiveVox U11 and later versions.

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

This report is generated with a start and end time frame no greater than 90 days. 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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