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 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. 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 Client Services team for 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 If you want to save voicemail messages, it is recommended that you: - Review and clean up the your voicemails before requesting a backup.
- Backup your existing voicemails with the help of the LiveVox Customer Care Team. The LiveVox Customer Care Team The Client Services 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.
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Features and FunctionalityThe following table provides a comparison of features and functionality between the existing and a new versions version of the voicemail. 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 |
| last 30 days current and previous month are displayed to agents. |
| Image RemovedImage Added | Voicemail storage capacity | of is 100 MB. | Voicemail storage capacity | of 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 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 | Access to voicemail is visual. | Perform the actions on a single screen. | With the new caller ID feature, you can view 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 | right Image RemovedImage 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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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 the LiveVox portal by navigating | to: to Review > ACD Reports > Voicemail Recording Report. Image Modified |
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. Image Modified
The Voicemail is played starts playing and the an audio scroll is displayed in the Agent Desktopappears. Image Modified
Click Resolve to delete the message. Image Modified
Note |
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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 framethe current month and the previous month. |
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Voicemail Recording ReportThe 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, but you cannot download the recordings.However, you cannot play or download personal voicemail recordings. Note |
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The Voicemail Recording Report is available only in LiveVox U11 and later versions. |
Image Added 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
Image Added 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. |