Voicemail 2.0 Infosheet
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For Internal and Client Use Only
Introduction
This document provides an overview of the features and functionality included in Voicemail 2.0.
What Is New in Voicemail?
Enhancements
If you are using LiveVox U10 or later versions, you can upgrade voicemail 1.0 to voicemail 2.0. The following table provides a comparison of the features updated with voicemail 2.0.
Voicemail 1.0 | Voicemail 2.0 |
Access to personal and group voicemail from the VM tab.
| Access to personal and group voicemails through the agent desktop from the Inbox tab.
Select personal or group voicemails from the list of available messages similar to SMS and email messages. The agent Inbox tab displays the options available to the agent.
|
Voicemail storage capacity of 100 MB. | Voicemail storage capacity of 500 MB. |
Agents cannot download voicemails. | Agents can download voicemails. If you are using the Chrome browser, you can download voicemails by 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.
|
Greeting messages are configurable while accessing the voicemail from the agent desktop. Instructions on how to record a greeting message are provided in the voicemail IVR. | Greeting messages are configurable only at the call flow messages/prompts. Greetings can be configured in the voicemail module, using the Prehold Prompt Phrase message property. Personalized messages are not available in this version.
|
Group voicemail PIN configured in Configure>Services>Phone Numbers> PIN.
| Group voicemail PIN configured in voice portal is no longer required to check the group voicemails in agent desktop. |
Agent and group voicemail boxes cannot be accessed outside Agent Desktop. | Group voicemails can be accessed through the following location: Review > ACD Reports > Voicemail Recording Report.
|
Voicemail is stored in the agent desktop indefinitely. | Voicemail is stored in the agent desktop for 30 days |
Upgrading to Voicemail 2.0
If you are upgrading to voicemail 2.0, you must backup your existing voicemails in the voice portal. When upgrading to voicemail 2.0 all previous voicemails are deleted from the system. Contact Client Support for further information and upgrade instructions.
You can also roll back voicemail to an earlier version. Contact Client Support for further information on voicemail rollback.