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Checking Voicemail from Agent Desktop

Agents can access to personal and group voicemails from the Inbox tab of the agent desktop. This tab also provides access to a group or personal SMS or e-mail. To check group or personal voicemail on the agent desktop, follow the procedure below:

  1. Click on
Click
  1. the Inbox tab to access voicemail. The tab will display the personal and group voicemail boxes you have access to and the number of unheard messages out of total message. 
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  2. Select an option from the list of personal
and
  1. or group
voicemail
  1. voicemails.
 The

  2. The caller ID, date, and time is displayed on the
Agent Desktop
  1. agent desktop.
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Hover
  1. Hovering over the number displays the resolve (Image Added) icon. You can click on the resolve icon to resolve the voicemail from the list.
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  2. Click on the required voicemail row. You are presented with the below screen: 
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    • Click the play button(Image Added ) to play the audio and the audio scroll gets moving.

    • Click the download button (Image Added) to download to download the voicemail. 


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Introduction

This document provides an overview of the Voicemail 2.0 features. 

Features

The LiveVox Voicemail 2.0 provides two types of voicemail boxes - Agent's personal and Group voicemail.  While group voicemail can be accessed by many people, agent's personal voicemail is specific only to agents. With Voicemail 2.0, when callers leave messages, agents can view, play, and download the messages directly from their desktop. Administrative users can check group voicemails through the Voicemail report available on the LiveVox portal.

Voicemail 2.0 functionality contains the following features:

  • Ability to download voicemails in MP3 format
  • Group voicemail PIN is no longer required
  • Voicemail storage capacity is up to 500 MB
  • Visual Voicemail: 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.
  • Voicemail recording report: Group voicemails can be accessed through the LiveVox portal by navigating to Review > ACD Reports > Voicemail Recording Report.

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.

Functionality

The below is the functionality avialable through available for the voicemail 2.0.

  • 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. 
  • Voicemail storage capacity is 500 MB.
    • 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 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.

    • 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.
    • The agent's personalized unavailable message is not available in this version.
    • Group voicemail PIN is no longer required. You can configure Group voicemails at Configure > Client / Service > Services > Phone Numbers.
    • Group voicemails can be accessed through the LiveVox portal by navigating to Review > ACD Reports > Voicemail Recording Report.

    Voicemail 2.0 

    Note

    Only the messages from the current and previous months are displayed to agents.

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    Note

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

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    Note

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

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    Checking Voicemail

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

    Panel
    Info

    Voicemail audio is stored in mp3 format. 


  • Adjust the volume by using the volume scroll next download button.

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

    .

    Note

    Agent's personal  and group voicemail boxes cannot be accessed outside the LiveVox Agent Desktop

    to view the available options, and click Play to play the selected voicemail.
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    The Voicemail starts playing and an audio scroll appears.
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    Click Resolve to delete the message.
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    Note

    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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