IntroductionThe 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 feature allows users to exchange personal and group voice messages. The updated Voicemail feature includes the following new 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 The updated Voicemail feature is available with LiveVox U10 or later versions. This document provides information about the Voicemail upgrade process and requirements, and the features and functionality of Voicemail. Upgrade Requirements If you are using on LiveVox U10 (or later versions, you can upgrade your Voicemail. Before you upgrade, a later version) and using computer-based audio, it is recommended that you clean your current Voicemail inbox and back up your existing voicemail. Contact Client Services for assistance in performing the following actions prior to upgrading. | Note |
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- Messages on old Voicemail Inbox are deleted and will not be accessible through Agent Desktop after the upgrade.
- Agents have no access to old voicemail through the new voicemail system.
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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 FunctionalityUpdatesThe following table provides a comparison of the features and functionality between the old existing and new Voicemail versions. LiveVox Voicemail is now updated to include the following features:a new version of the voicemail. 0 |
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Access to personal and group voicemail is available from the VM tab of the agent desktop. All messages are displayed until deleted.  Image Modified
| 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 Inbox tab displays the options available to the agent. The Resolve option allows agents to delete the selected voicemail.  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. |
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| | 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) |
Access to voicemail is dial-pad based. Agents can use the dial pad  Image Removed
Voicemail storage capacity of 100 MB. | Voicemail storage capacity of 500 MB. | 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 Modified
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Visual Voicemail. With Visual Voicemail, you can see your Voicemail messages as a list along with the caller ID, and you can listen to them in any order.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
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| Agents cannot download voicemails. | Agents can download voicemails. |
Audio The audio is stored in MP3 format. |
 Image RemovedGreeting messages are configurable while accessing the voicemail There are no permissions for downloading voicemails from the agent desktop. |
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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.
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| 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.  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
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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. |
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Group voicemail PIN configured in |
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Configure>Services>Phone Numbers> Configure > Client / Service > Services > Phone Numbers > PIN. |
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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 the |
following location: LiveVox portal by navigating to Review > ACD Reports > Voicemail Recording Report.  Image Modified
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Voicemail is stored in the agent desktop indefinitely. Voicemail is stored in the agent desktop for 30 days | Checking VoicemailYou can check Voicemail (group or personal) directly from the Agent Desktop. | Panel |
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- Click the Inbox tab to access voicemail.
- Select an option from the list of personal and group voicemail. The caller ID is displayed on the Agent Desktop.
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Hover over the number to view the available options, and click Play to play the selected voicemail.
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The Voicemail
is played starts playing and the an audio scroll is displayed in the Agent Desktopappears.
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Click Resolve to delete the message.
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Personal and group Voicemails are stored in available on the agent desktop for 30 days. Voicemail messages expire after this time frame. |
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