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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 Client Services team for LiveVox Customer Care Team for assistance with the upgrade.

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Introduction

The 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 by using 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. 

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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

 If you want to save voicemail messages, it is recommended that you:

  • Review , and clean up or save the voicemailsyour voicemails before requesting a backup.
  • Backup your existing voicemails by working with Client Services. The Client Services team with the help of the LiveVox Customer Care Team. The LiveVox Customer Care Team will help you with the backup process and provide you a backup your voicemails to a .zip file with the download instructionsand provide instructions on how to download the file.

Features and Functionality

The following table provides a comparison of features and functionality between the existing and a new versions version of the voicemail.

Voicemail 1.0

Voicemail 2.0 

Access to personal and group voicemail is available from the VM tab of the agent desktop. 

All messages are displayed until deleted.

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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

Only the messages from the current and

past months

previous month are displayed

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to agents.

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Voicemail storage capacity is 100 MB.

Voicemail storage capacity is 500 MB.

Access to

voicemail is dial-pad based

voicemails is through the use of the speaker icon in the Dial column of the agent desktop. Agents can

use the

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. 

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Access to voicemail is visual. You can perform all

the

actions on a single screen.

 Need to highlight what
Voicemail storage capacity of 100 MB.

Voicemail storage capacity of 500 MB.

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.

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. You can listen to voicemail messages in any order, and also play the messages in your browser.

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Agents cannot download voicemails.

Agents can download voicemails.

Audio

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.

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Note
Greeting 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. 


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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.

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Message PropertiesDefinition
Voicemail Prehold PhrasesPrompt to be played back before voicemail.
Voicemail Hold PhrasesPrompt 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.

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Note

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.

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The agent's personalized unavailable message is
Personalized messages are
not available in this version.
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Group voicemail PIN configured in Configure > Client / Service > Services > Phone Numbers > PIN.

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Group voicemail PIN

configured in voice portal

is no longer required

to check the group voicemails in agent desktop.

. You can configure Group voicemails at Configure > Client / Service > Services > Phone Numbers.

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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.

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Voicemail is stored in the agent desktop indefinitely. Voicemail is stored in the agent desktop for 30 days

Checking Voicemail

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

Panel
  1. Click the Inbox tab to access voicemail.
  2. Select an option from the list of personal and group voicemail. The caller ID is displayed on the Agent Desktop.
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  3. 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 Desktop

    appears.

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  4. Click Resolve to delete the message.
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    Note

    Personal and group Voicemails are stored in available on the agent desktop for 30 days. Voicemail messages expire after this time frame.

Voicemail Recording Report

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  1. the current month and the previous month.


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. However, you cannot play or download personal voicemail recordings.

Note

The Voicemail Recording Report is available only in LiveVox U11 and later versions.

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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

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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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