Voicemail 2.0 Infosheet

LiveVox Voicemail 2.0 features two types of voicemail boxes - an agent's personal voicemail and a group voicemail. While group voicemail can be accessed by many agents, the agent's personal voicemail is specific only to that agent. With Voicemail 2.0, agents can view, play, and download voicemail messages directly from the agent desktop. Administrative users can configure unavailable messages through the call flow editor and check group voicemails through the Voicemail Recording Report, which is available on the LiveVox Portal.

Upgrade Requirements

The Voicemail 2.0 feature is available with LiveVox U13 or later versions. If you are on LiveVox U13 (or a later version) and using computer-based audio, it is recommended that you take advantage of the new voicemail feature. Contact LiveVox Customer Care for assistance with scheduling your upgrade.

Before Upgrading:

All voicemails (personal or group) are deleted during the migration to Voicemail 2.0. Old voicemails are no longer available after the upgrade. To save voicemail messages:

• Review and clean up your voicemails before requesting an upgrade.
• Back up your existing voicemails with the help of the LiveVox Customer Care Team. The LiveVox Customer Care Team can help you back up your voicemails to a .zip file and provide instructions on how to download the file.
  • "Day of" voicemails may not be included in this .zip file process. 
• If your site is already on Voicemail 1.0, then the configuration steps outlined below should not need to be performed post-upgrade to Voicemail 2.0.

Features

Voicemail 2.0 contains the following features:

Feature	Description
Download	Ability to download voicemails in MP3 format.
Personal Agent Greeting This feature is available in U15 or later versions.	Ability to record or upload a personal greeting message (supported file format: .WAV).
Storage	Voicemail storage capacity of up to 500 MB.
Visual Voicemail	Access to voicemail is visual. You can perform all actions through the agent desktop. 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.
Real-time notification	A personal inbox provides you with notifications in real time. For a group inbox, it can take up to five seconds for you to receive a notification.
Voicemail Recording Report	Users can access group voicemails through the LiveVox portal by navigating to Review > Agent Reports > Voicemail Recording Report. For more information about the Voicemail Recording Report, see the Voicemail Recording Report section in this document.

Configuring Voicemail 2.0 Functionality

Personal Agent Voicemail

Once Voicemail 2.0 is enabled by LiveVox Customer Care then the following steps can be used to configure Voicemail 2.0 features:

1. Navigate to Configure > Agents > Agents. Under the General tab. Double-click the agent row for which you want to configure the personal voicemail 2.0. The Agent Details window is displayed.
   
2. Specify the Direct Line for Agent by using the search option to select the Agent's DID or enter the Agent's Extension.
3. Select the Voicemail checkbox to enable the personal voicemail for the agent.
4. Click the OK button and Save button to save the agent's information.
5. To configure the inbound message, navigate to Configure > Services > Services editor > Phone Numbers tab.
   
6. Select the required call center and inbound service from the Call Center and Service drop-down menus respectively.
7. From the Inbound Message drop-down list, select the corresponding inbound message where Voicemail has been configured. 
8. Click the Save button to save the configuration.

Group or Service Voicemail

Complete the following steps to configure the group Voicemail 2.0 feature: 

1. Navigate to Configure > Services > Services editor > Phone Numbers tab.
   
2. Select the required call center and inbound service from the Call Center and Service drop-down menus respectively.
3. From the Inbound Message drop-down list, select the corresponding inbound message where Voicemail has been configured.

4. Select the Voicemail checkbox to allow callers to leave a group voicemail with a corresponding contact flow.

5. Click the Save button to save the configuration.

   

   • The group voicemail PIN for Voicemail 2.0 is not applicable. Access to Group Voicemail is configured by Service assignment in the Agent Editor.
   • You can configure the group voicemail unavailable messages within the voicemail module of the Contact Flow Engine, using the Prehold Prompt Phrase option in the Message Properties tab.
     

Checking Voicemail 2.0 from the Agent Desktop

Agents can access personal and group voicemails from the Inbox tab of the Agent Desktop. This tab also provides access to a group or personal SMS and e-mail. To check group or personal voicemail on the agent desktop, follow the below procedure:

1. Click the Inbox tab to access voicemail. The tab displays the personal and group voicemail boxes to which you have access and the number of unheard messages out of the total message count. 
   

   

   • Only messages from the current and previous months are displayed to agents.
   • The Agent Desktop displays 50 voicemails at a time. If you have more than 50 voicemails in your voicemail box, you must resolve the displayed voicemails to see the additional voicemails. This issue will be fixed in a future release.

   
   
   

2. Select the desired mailbox from the list of personal or group voicemails.
   
3. The caller ID, date, and time are displayed on the agent desktop.
   
4. Hover over the number to display the resolve () icon. You can click on the resolve icon to resolve the voicemail from the list.
   
   
5. Click on the voicemail row to display the following screen with playback and download options: 
   
   • Click the play button ( ) to play the audio. 

   • Click the download button () to download the .mp3 formatted voicemail.  

   • Adjust the volume using the volume slide bar next to the download button.

The agent's personal voicemail box can only be accessed by that Agent through the LiveVox Agent Desktop.

Recording a Personal Greeting

You can record or upload a personal greeting message (supported file format: .WAV) for your personal voicemail greeting. To record/upload a personal greeting message, go to your personal voicemail inbox. Click the cog icon (). The Record Greeting window is displayed.  

To record a personal greeting:

1. Click the microphone button () to start recording your greeting. Use the stop button () or pause button () to stop or pause the recording of your greeting. 
   

2. Click the stop button () once you finish recording. The maximum time allowed for the recorded greeting is 30 seconds.

   

   The following notification is displayed at the 20-second mark. 

   

3. Once you click the stop button (), you can playback the greeting you just recorded. Click the play button () to listen to your personal greeting.
   
4. Once you are satisfied with your recorded greeting, click the Save button. The below confirmation message will appear indicating the recorded greeting was successful.
   

To upload a personal greeting:

1. Click the Upload button from the Record Greeting window.
2. Select the file from your computer that you want to upload (supported file format: .WAV).
3. Click the Save button. The below message appears:
   

Voicemail Recording Report

The Voicemail Recording Report is a standard report available to users through the LiveVox Portal. The Voicemail Recording Report is generated depending on the search criteria. Users can play and download the Group Voicemail recordings from the list of records in the Voicemail Recording Report. However, users cannot play or download an agent's personal voicemail recordings from the Voicemail Recording Report.  The agent's personal voicemail recordings are only available for them to access through the Agent Desktop Voicemail Inbox.

If a Group Voicemail is resolved by an Agent in the Agent Desktop, then that Group Voicemail recording will no longer be available in the Voicemail Recording Report. However, the corresponding Group Voicemail metadata will be reflected in the report.

You can use the following search criteria to generate the Voicemail Recording Report: 

• Dates
• Call Center
• Phone Dialed
• Sort By
• Service Type
• Service
• Contact
• Transfer Connect Duration

The Voicemail Recording Report contains the following columns:

• Mailbox
• Contact
• Phone
• Date
• Start Time
• Duration
• Status
• Audio Play / Download 

LiveVox Customer Care Contacts

24 Hour Customer Care Line: (888) 477-3448
LiveVox Customer Care Email: customercare@livevox.com
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