Introduction
The 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 the Voicemail report available through the LiveVox portal.
Voicemail 2.0 supported 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 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 assistance with the upgrade.
Important Information before Upgrading
- 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 you want to save voicemail messages, it is recommended that you:
- Review, clean up or save the voicemails.
- Backup your voicemails by working with Client Services. The Client Services team will help you with the backup process and provide you a .zip file with the download instructions.
Features and Functionality
The following table provides a comparison of features and functionality between the existing and new versions of the voicemail.
| Voicemail 1.0 | Voicemail 2.0 |
|---|---|
Access to personal and group voicemail is available from the VM tab of the agent desktop.
| Access to personal and group voicemails is available from the Inbox tab of the agent desktop. This tab also provides access to a group or personal SMS or e-mail. Only the messages from current and past months are displayed.
|
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 visual. perform all the actions on a single screen. With the new caller ID feature, you can view the phone number of the caller. You can listen to voicemail messages in any order, and also play the messages right in your browser.
|
| Voicemail storage capacity of 100 MB. | Voicemail storage capacity is enhanced to 500 MB. |
| Agents cannot download voicemails. | Agents can download voicemails. Audio is stored in MP3 format.
|
| 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 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 can check Voicemail (group or personal) directly from the Agent Desktop.
- 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.
- Hover over the number to view the available options, and click Play to play the selected voicemail.
- The Voicemail is played and the audio scroll is displayed in the Agent Desktop.
Click Resolve to delete the message.
Personal and group Voicemails are stored in the agent desktop for 30 days. Voicemail messages expire after this time frame.