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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.

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Introduction

This document provides an overview of the Voicemail 2.0 features and functionality. 

Overview

The LiveVox Voicemail

functionality supports agent and group voicemails. With the release of

2.0 provides two types of voicemail boxes - Agent's personal and Group voicemail.  While group voicemail can be accessed by many people, the agent's voicemail is specific only to agents. With Voicemail 2.0, when callers leave messages, agents can view, play, and

play

download the messages directly from their desktop.

Users can

Administrative users can configure unavailable messages through the call flow editor and check group voicemails through the

Voicemail

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 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.

Features

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

Voicemail

1

2.0

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 tab also provides access to a group or personal SMS or e-mail. 

Note

Only the messages from the current and previous months 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) 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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functionality contains the following features:

  • Ability to download voicemails in MP3 format
  • 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
  • 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.

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Agents cannot download voicemails.
Note

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

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  • Voicemail recording report: Group voicemails can be accessed through the LiveVox portal by navigating to Review > ACD Reports > Voicemail Recording Report. For more information on the voicemail recording report, see the Voicemail Recording Report section. 

Configuring Voicemail 2.0 Functionality

Personal Voicemail

Steps to configure personal voicemail 2.0

  1. Navigate to Configure >Agents > Agents. Under the General tab, double-click the agent row for which you want to configure the personal voicemail 2.0. You are presented with the Agent Details window.
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  2. Specify the Direct Line for Agent by using the search option.
  3. Select the Voicemail checkbox to enable the personal voicemail for the agent.
  4. Click the OK button and Save button to save agent details.
  5. To configure the inbound message, navigate to Configure > Services > Services editor > Phone Numbers tab.
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  6. Select the required call center and inbound service from Call Center and Service drop-down menus respectively.
  7. Select the required inbound message from the Inbound Message drop-down list.
  8. Click the Save button to save configurations.

Group Voicemail

Steps to configure group voicemail 2.0 

  1. Navigate to Configure > Services > Services editor > Phone Numbers tab.
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  2. Select the required call center and inbound service from Call Center and Service drop-down menus respectively.
  3. Select the required inbound message from the Inbound Message drop-down list.

  4. Select the Voicemail checkbox to allow callers to leave a group voicemail with corresponding call flow.

    Info
    • Group voicemail PIN is optional for Voicemail 2.0

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 PropertiesDefinitionVoicemail 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
    • the Prehold Prompt
Phrase option
    • 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.


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  2. Click the Save button to save configurations.

Checking Voicemail 2.0 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 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 the total message. 

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


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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 not available in this version.

Group voicemail PIN configured in Configure > Client / Service > Services > Phone Numbers > PIN.

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Group voicemail PIN is no longer required. 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 LiveVox portal by navigating to Review > ACD Reports > Voicemail Recording Report.

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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 or group voicemailvoicemails. The
  3. The caller ID is , date, and time are displayed on the Agent Desktopagent desktop.
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  4. Hover Hovering over the number 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

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

    displays the resolve (Image Added) icon. You can click on the resolve icon to resolve the voicemail from the list.
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  5. 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 the voicemail. 

      Info

      Voicemail audio is stored in mp3 format. 


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

Note

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

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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

 However, users 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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You can use the following search criteria to generate reports:

  • Dates
  • Call Center
  • Mailbox
  • Phone
  • Account
  • Sort By
  • Voicemail Duration

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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. But you cannot access the recordings from these exported files. The links to the sound files are only available from the LiveVox Portal.


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