IntroductiontiptocexcludeIntroductionThe 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 the their desktop. Users can check group voicemails via through the Voicemail report available through on the LiveVox portal. Voicemail 2.0 supported includes the following features include: - Ability to download voicemails in MP3 format
- Group voicemail PIN is no longer required
- Increased storage capacity
- Visual Voicemail
- Voicemail recording report
This document provides an overview of the Voicemail 2.0 features through a comparison of these features to the previous voicemail release. 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 Client Services team for the LiveVox Customer Care Team for assistance with the upgrade. Note |
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title | Important Information before the upgradeUpgrading |
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| All voicemails, personal or group , will be are deleted during the migration to the new version of the voicemail - you will have no access to the old voicemails . Old voicemails are no longer available after the upgrade. If If you need want to save some of the voicemail messages, the following it is recommended that you: - Review and clean up voicemails - keep only those you need
- Advise Client Services that you would like to backup your voicemails. Client Services team will take necessary steps to backup and provide to you as a .zip file with the download instructions.
| Features and changes- 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 and offers details for Voicemail 2.0 features. Voicemail 1.0 | |
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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 is available from the Inbox tab of the agent desktop. | This 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 |
| past previous month are displayed |
| .Image RemovedImage Added | Voicemail storage capacity is 100 MB. | Voicemail storage capacity is 500 MB. | | voicemail is dial-pad basedvoicemails is through the use of the speaker icon in the Dial column of the agent desktop. Agents can | use the Need to highlight what 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 Modified |
No dial pads. All actions can be performed right from this screen. 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 | that Voicemail 1.0 did not have.Options under ... Caller ID Not sure that below screenshot is good but we need to show the difference. Image Removed Voicemail storage capacity of 100 MB. | Voicemail storage capacity of 500 MB. | . You can listen to voicemail messages in any order, and also play the messages in your browser. Image Added |
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. |
| Instructions on how to record a greeting message are provided in the voicemail IVR.Greeting messages are configurable at the call flow messages/prompts. Greetings can be configured in the voicemail module, using the Prehold Prompt Phrase message property.
Image Added | 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 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 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 |
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. Image RemovedImage Added
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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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