Introduction
The LiveVox Voicemail feature allows users to exchange personal and group voice messages. The updated Voicemail feature includes the following new features:
- Ability to download voicemails in MP3 format
- Group voicemail PIN is no longer required
- Increased storage capacity
- Visual Voicemail
- Voicemail recording report
The updated Voicemail feature is available with LiveVox U10 or later versions. This document provides information about the Voicemail upgrade process and requirements, and the features and functionality of Voicemail.
Upgrade Requirements
If you are using LiveVox U10 or later versions, you can upgrade your Voicemail. Before you upgrade, it is recommended that you clean your current Voicemail inbox and back up your existing voicemail. Contact Client Services for assistance in performing the following actions prior to upgrading.
Update the following modules in the call flow for each type of voicemail:
- Agent -> Operator Transfer, Voicemail.
- Extension and Group -> Extension Transfer, Operator Transfer, Voicemail.
- Create new messages based on the updated call flows.
Associate new messages for the current services that require voicemail. Note the current Inbound messages associated with services.
- Messages on old Voicemail Inbox are deleted and will not be accessible through Agent Desktop after the upgrade.
- Agents have no access to old voicemail through the new voicemail system.
Updates
The following table provides a comparison of the features between the old and new Voicemail versions. LiveVox Voicemail is now updated to include the following features:
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 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 Visual Voicemail. With Visual Voicemail, you can see your Voicemail messages as a list along with the caller ID, and you can listen to them in any order.
|
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 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.
|
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 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.