- 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 FunctionalityPersonal VoicemailSteps to configure personal voicemail 2.0 - 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.
Image Added - Specify the Direct Line for Agent by using the search option.
- Select the Voicemail checkbox to enable the personal voicemail for the agent.
- Click the OK button and Save button to save agent details.
- To configure the inbound message, navigate to Configure > Services > Services editor > Phone Numbers tab.
Image Added - Select the required call center and inbound service from Call Center and Service drop-down menus respectively.
- Select the required inbound message from the Inbound Message drop-down list.
- Click the Save button to save configurations.
Group VoicemailSteps to configure group voicemail 2.0 - Navigate to Configure > Services > Services editor > Phone Numbers tab.
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- Select the required call center and inbound service from Call Center and Service drop-down menus respectively.
- Select the required inbound message from the Inbound Message drop-down list.
Select the Voicemail checkbox to allow callers to leave a group voicemail with corresponding call flow.
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- 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 Prehold Prompt Phrase option in the Message Properties tab.
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Click the Save button to save configurations.
Checking Voicemail 2.0 from Agent DesktopAgents 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: Click on the Inbox tab to access voicemail.
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