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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. Tip |
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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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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 your voicemails before requesting a backup.
- Backup your existing voicemails with the help of the Client Services team. Client Services 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 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 | |
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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 |
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last 30 days current and previous month are displayed to agents. |
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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. You can perform all actions on a single screen. Caller ID |
allows you to view 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 |
. would like to replace this screenshot with the same but that has Listen option in focus instead of Resolve since this is about ability to listen to vmImage Modified |
Agents cannot download voicemails. | Agents can download voicemails. |
Audio The audio is stored in MP3 format. |
Image Removed while accessing the voicemail Greeting messages are configurableThere are no permissions for downloading voicemails from the agent desktop. |
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Is this accurate?
Yes, I'm still able to record greeting messages using the agent desktop audio, or dial-in audio using my softphone. However, my understanding is this is specific to group (service) voicemail. The next section specifically addresses personal (agent) voicemail greetings.
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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 |
Greeting messages are configurable at the call flow messages/prompts. Greetings can be configured in the voicemail module, using the Prehold Prompt Phrase option |
under in the Message Properties tab. Image Modified Note |
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Hold Prompt Phrase is no longer supported. The |
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field is available for backwards compatibility field is compatible with older |
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version Personalized versions of the Voicemail module. |
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We are saying that Hold Prompt Phrase is no longer supported but we include it in the screenshot? Is this the correct screenshot?
Yes, this screenshot is correct. I've added info to the note to clarify.
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 Mail option selecting “0” for the Mailbox options from the dial pad. |
May need to update this screenshot as I copied it over from the top instead of inserting. Updated screenshot
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Image Added | The agent's personalized |
Personalized unavailable message is not available in this version. |
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Group voicemail PIN configured in Configure > Client / Service > Services > Phone Numbers > PIN. Image Modified | Group voicemail PIN is no longer required. You can configure Group voicemails at Configure > Client / Service > Services > Phone Numbers. |
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Is there screenshot here or not? Not sure. Updated both screenshots
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PIN field is available for backwards compatibility with older version of Voicemail module?
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. Image Modified |
Checking Voicemail
You can check Voicemail (group or personal) directly from the Agent Desktop.
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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
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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
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Personal and group Voicemails are stored in available on the agent desktop for 30 days. Voicemails are purged after 30 days and are no longer available.Is personal vm purged or all of them? both. We have access to group voicemails for up to 90 days through the report so is this accurate or what are we trying to say? We purge voicemails from the agent desktop. It is agents who would not be able to access their voicemail after this time periodthe current month and the previous month. |
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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, but you cannot download the recordingsHowever, you cannot play or download personal voicemail recordings.
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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.
Questions I have here is do we want to list what you can already see in the UI (search criteria and result columns) without definitions or more information? I think this should be a little more detailed similar to our report section in the user guide. but I am open to suggestions.
I think the audience for this document should be fairly familiar with the reporting interface. I don't feel it is necessary to be this detalied since this is focused on the voicemail feature.
Would we ever provide this document to a new client that gets Voicemail 2.0 but have never had Voicemail 1.0?