Image Removed Release Notes IntroductionThe LiveVox Voicemail functionality supports agent and group voicemails. With the release of Voicemail 2.0 Support Contacts: 24 Hour Support Line: 888.477.3448 Support Email: support@livevox.com This document is an unpublished work protected by the United States copyright laws and is proprietary to LiveVox, Inc. (“LiveVox”). Disclosure, copying, reproduction, merger, translation, modification, enhancement, or use by anyone other than authorized employees, clients or licensees of LiveVox, and its affiliate companies, without the prior written consent of LiveVox, is prohibited. This document is intended as a guide to assist users of systems provided by LiveVox, and does not constitute the provision by LiveVox of any legal or compliance advice. Compliance by authorized clients or licensees of LiveVox with all applicable local, state, federal, or foreign laws and regulations is the sole responsibility of those authorized clients or licensees. Further, features and services that rely on third party performance are subject to the errors and omissions of those third parties, over which LiveVox has no control. LiveVox therefore disclaims all liability resulting from or arising out of any services supplied by or through any third-party vendor or any acts or omissions of the applicable third party vendor. Additionally, LiveVox makes no representations or warranties with respect to the accuracy of content supplied by parties other than LiveVox. For Internal and Client Use Only OverviewDocumentation PurposeThis document provides an overview of the features and functionality included in Voicemail 2.0. What Is New in Voicemail?Enhancements, 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
Upgrade RequirementsVoicemail 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 |
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title | Important Information before Upgrading |
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| 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.
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Features and FunctionalityThe following table provides a comparison of features and functionality between the existing and a new version of the voicemail.If you are using LiveVox U10 or later versions, you can upgrade voicemail 1.0 to voicemail 2.0. The following table provides a comparison of the features updated with voicemail 2.0. 0 |
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Access to personal and group voicemail is available from the VM tab of the agent desktop. | Image Removed All messages are displayed until deleted. Image Added | Access to personal and group voicemails | through is available from the Inbox tab of the agent desktop | from the Inbox tab.Image Removed Select personal or group voicemails from the list of available messages similar to SMS and email messages. The agent Inbox tab displays the options available to the agent. Image Removed . This tab also provides access to a group or personal SMS or e-mail. Note |
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Only the messages from the current and previous month are displayed to agents. |
Image Added | Voicemail storage capacity is | Voicemail storage capacity of 100 MB. | Voicemail storage capacity | of 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. Image Added | 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. Image Added | Agents cannot download voicemails. | Ability to Agents can download voicemails. The audio is stored in MP3 format. | (* Chrome: access through - If you are using the Chrome browser, you can download voicemails by clicking the three vertical dots on the player, and then clicking Download.
| Firefox: right click on player, select "..")Image Removed Note |
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There are no permissions for downloading voicemails from the agent desktop. |
Image Added | Group voicemail unavailable | Greeting messages are configurable | while accessing from the agent desktop. Instructions on how to record a greeting message are provided in the voicemail IVR.Greeting messages are configurable only at the call flow messages/prompts. Greetings can be configured in the voicemail module, using the Prehold Prompt Phrase message property. module of the Call Flow editor, using the Voicemail Prehold Phrases and Voicemail Hold Phrases options in the Message Properties tab. Image Added Message Properties | Definition |
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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. |
| 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. Image Added Note |
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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. Image Added | The agent's personalized unavailable message is | Personalized messages are not available in this version. |
Image Removed Group voicemail PIN configured in |
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Configure>Services>Phone Numbers> Configure > Client / Service > Services > Phone Numbers > PIN. |
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Image RemovedImage Added | |
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configured in voice portal to check the group voicemails in agent desktop. You can configure Group voicemails at Configure > Client / Service > Services > Phone Numbers. Image Added |
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Agent and group voicemail boxes cannot be accessed outside Agent Desktop. | Group voicemails can be accessed through | new the LiveVox portal by navigating to Review > ACD Reports > Voicemail Recording Report. Image Modified |
Voicemail is stored in the agent desktop indefinitely. | Voicemail is stored in the agent desktop for 30 days. | Upgrading to voicemail 2.0Clients upgrading to voicemail 2.0 require a backup of existing voicemails in the voice portal. When upgrading to voicemail 2.0 all previous voicemail is deleted from the system. Contact client support for further information and upgrade instructions. Downgrading is available. Contact client support for further information on downgrading voicemail version. |