Introduction
This document provides an overview of the features and functionality included in Voicemail.
Add better description of what is supported by LiveVox platform - voicemail, agent and group.
Voicemail Overview
Upgrade requirements
If you are using LiveVox U10 or later versions, you can upgrade voicemail 1.0 to voicemail 2.0. Contact client services for assistance performing the following actions prior to upgrading.
Client Setup: Update following modules in the call flow for each type of voicemail:
- Agent -> Operator Transfer, Voicemail.
- Extension and Group -> Extension Transfer, Operator Transfer, Voicemail.
- Client Setup: Create new messages based on the updated call flows.
- Clean current voicemail inbox. Customers are suggested to back up existing voicemail.
- Messages left on old Voicemail Inbox are deleted and won't be accessible through agent desktop after the upgrade.
- Agents have no access to old voicemail through the new voicemail system.
- Client Setup: Associate new messages for the current services that require each type of voicemail. Take note of current Inbound messages associated to services.
Enhancements
The following table provides a comparison of the features in voicemail versions. Voicemail is now enhanced to include the following:
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. The Resolve option allows agents to delete the selected voicemail.
|
Access to voicemail is dial pad based. Agents can use the dial pad to select specific keys to perform basic voicemail navigation.
| Access to voicemail is based on visual options.
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Voicemail storage capacity of 100 MB. | Voicemail storage capacity of 500 MB. |
Agents cannot download voicemails. | Agents can download voicemails. Audio is stored in mp3 format. 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 |
Checking Voicemail
You are able to check for voicemail (group or personal) directly from the Agent Desktop.
1. Click on the Inbox tab to access voicemail.
2. Select an option from the list of personal a group voicemail.
3. The caller ID is displayed in the agent desktop.
4. Hovering over the number displays the available options. Click play to play the selected voicemail.
5. The voicemail is played and the audio scroll is displayed in the agent desktop.
6. Click Resolve to delete the message.
Personal and group voicemail is stored in the agent desktop for 30 days. Messages expire after this time frame.