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Contents

Introduction

The LiveVox Voicemail 2.0 functionality provides agent and group voicemails.

Features

With Voicemail 2.0, when callers leave messages, agents can view, play, and download the messages directly from their desktop. Administrative users can check group voicemails through the Voicemail report available on the LiveVox portal.

Voicemail 2.0 functionality contains the following features:

  • Ability to download voicemails in MP3 format
  • Group voicemail PIN is no longer required
  • Voicemail storage capacity is up to 500 MB
  • Visual Voicemail
  • Voicemail recording report

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 LiveVox Customer Care 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 and clean up your voicemails before requesting a backup.
  • Backup your existing voicemails with the help of the 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.

Functionality

The below is the functionality avialable through the voicemail 2.0.

  • 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. 
  • Voicemail storage capacity is 500 MB.
  • Access to voicemail is visual. You can perform all actions on a single screen. Caller ID 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.

  • Agents can download voicemails. The audio is stored in MP3 format.

    • If you are using the Chrome browser, you can download voicemails by clicking 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.

  • 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.
  • The agent's personalized unavailable message is not available in this version.
  • Group voicemail PIN is no longer required. You can configure Group voicemails at Configure > Client / Service > Services > Phone Numbers.
  • Group voicemails can be accessed through the LiveVox portal by navigating to Review > ACD Reports > Voicemail Recording Report.




Voicemail 2.0 


Only the messages from the current and previous months are displayed to agents.



There are no permissions for downloading voicemails from the agent desktop.


Hold Prompt Phrase is no longer supported. The field is compatible with older versions of the Voicemail module.




Checking Voicemail

You can check Voicemail (group or personal) directly from the Agent Desktop.

  1. Click the Inbox tab to access voicemail.
  2. Select an option from the list of personal and group voicemail. The caller ID is displayed on the Agent Desktop.

  3. Hover over the number to view the available options, and click Play to play the selected voicemail.


    The Voicemail starts playing and an audio scroll appears.

  4. Click Resolve to delete the message.

    Personal and group Voicemails are available on the agent desktop for the current month and the previous month.

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. You cannot, however, download the recordings.

The Voicemail Recording Report is available only in LiveVox U11 and later versions.

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

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.

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