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Agents cannot download voicemails
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 Properties | Definition | Voicemail Prehold Phrases | Prompt to be played back before voicemail
Voicemail Hold Phrases | Prompt to be played back to the customer during the call is on hold. |
note
The agent's personalized unavailable message is
Group voicemail PIN
Agent and group voicemail boxes cannot be accessed outside Agent Desktop
Checking VoicemailYou can check Voicemail (group or personal) directly from the Agent Desktop.
Voicemail Recording ReportThe 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.
The Voicemail Recording Report contains the following result columns:
You can use the following search criteria to generate reports:
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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