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Contents

Introduction

This document provides an overview of the Voicemail 2.0 features and functionality. 

Overview

The LiveVox Voicemail 2.0 provides two types of voicemail boxes - Agent's personal and Group voicemail.  While group voicemail can be accessed by many people, agent's personal voicemail is specific only to agents. With Voicemail 2.0, when callers leave messages, agents can view, play, and download the messages directly from their desktop. Administrative users can configure unavailable messages through call flow editor and check group voicemails through the Voicemail report available on the LiveVox portal.

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.

Features

Voicemail 2.0 functionality contains the following features:

  • Ability to download voicemails in MP3 format
  • Voicemail storage capacity is up to 500 MB 
  • Visual Voicemail: Access to voicemail is visual. You can perform all actions on a single screen. 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.
  • Voicemail recording report: Group voicemails can be accessed through the LiveVox portal by navigating to Review > ACD Reports > Voicemail Recording Report. For more information on the voicemail recording report, see the Voicemail Recording Report section. 

Configuring Voicemail 2.0 Functionality

  1. Navigate to Configure > Services > Services editor > Phone Numbers tab.

  2. Select the required call center and inbound service from Call Center and Service drop-down menus respectively.
  3. Select the required inbound message from the Inbound Message drop-down list.

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

    • Group voicemail PIN is not required for Voicemail 2.0
    • 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.

  5. Click the Save button to save configurations.

Checking Voicemail 2.0 from Agent Desktop

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

  1. Click on the Inbox tab to access voicemail. The tab will display the personal and group voicemail boxes you have access to and the number of unheard messages out of total message. 

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



  2. Select an option from the list of personal or group voicemails.
  3. The caller ID, date, and time is displayed on the agent desktop.
  4. Hovering over the number displays the resolve () icon. You can click on the resolve icon to resolve the voicemail from the list.

  5. Click on the required voicemail row. You are presented with the below screen: 
    • Click the play button( ) to play the audio and the audio scroll gets moving.

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

      Voicemail audio is stored in mp3 format. 

    • Adjust the volume by using the volume scroll next download button.

Agent's personal  and group voicemail boxes cannot be accessed outside the LiveVox Agent Desktop.

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.

You can use the following search criteria to generate reports:

  • Dates
  • Call Center
  • Mailbox
  • Phone
  • Account
  • Sort By
  • Voicemail Duration

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

This report is generated with a start and end time frame no greater than 90 days. You can export the reports to Adobe PDF, Microsoft Excel, and CSV formats. But you cannot access the recordings from these exported file. The links to the sound files are only available from the LiveVox Portal.

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