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The Voicemail Recording report allows you to download or playback group voicemails based on configurable optional user powers. Personal voicemails are not available to play or download. 

  • This report is generated with a start and end time frame no greater than 90 days.
  • The Voicemail Recording Report is available when you are using Voicemail 2.0.

Specify the following options to generate the report. Only the date range is required to generate the report and the rest of the fields are optional. These optional fields can be used to get specific records.

  • Date Range: Enables you to type in dates in the format of MM/DD/YYYY or choose dates using the calendar button. Clicking on the calendar button opens the Date Picker interface.
    • Under the Range tab, you can select the date range.
    • Under the MultiSelect tab, you can select multiple sequential or non-sequential dates.

You must specify the Date Range to generate the report.

  • Call Center: Select a call center with a drop-down menu.
    • Multiple Call Center Selection: Clicking on the link next to the Call Center drop-down menu opens the Select Call Center window.
      • Search the required call center by typing the text in the Search textbox.
      • Click a call center from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all the available call centers to the Assigned column.
      • Click a call center from the Assigned column to remove the assigned call center. It will be moved to the Available column.
      • Click the Remove All button to remove all the assigned call centers. They will be moved to the Available column.
  • Service: A particular service can be selected using the service drop-down menu.  If a particular call center is selected before selecting a service, services only available for that particular call center will appear.
    • Multiple Service Selection: Clicking on the link next to the Service drop-down menu will open the Service Selection window:  
      • Search the required Service by typing the text in the Search textbox.
      • Click a service from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all available services to the Assigned column.
      • Click a service from the Assigned column to remove it from the assigned services. It will be moved to the Available column.

      • Click the Remove All button to remove all the assigned services. They will be moved to the Available column.

  • Phone Dialed: Enables you to pull all recordings associated with an individual phone number entered.  This could be the outbound number dialed or the inbound number's caller ID. 
  • Account: Enables you to search recordings for multiple account numbers. A maximum of 10 account numbers can be searched at a time using a comma as a delimiter.
  • Sort By: Allows you to sort the generated list by Call Start Time, Account Number, or Agent.
  • Transfer Connect Duration: Allows you to search for specific calls within a call length range.
  • Service Type: Allows you to select a particular service type using the Service Type drop-down menu. If a particular service type is selected, only the services available for that service type appear in the Services drop-down list.
    • Multiple Service Selection: Clicking on the link next to the Service Type drop-down menu opens the Select Service Type window:
      • Search the required service type by typing the text in the Search textbox.
      • Click a service type from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all available service types to the Assigned column.
      • Click a service type from the Assigned column to remove it from the assigned service types. It will be moved to the Available column.
      • Click the Remove All button to remove all the assigned service types. They will be moved to the Available column.

Report columns and the sequence can be easily modified to provide you with a report view that is important to your business operation.

  1. Click the cog icon in the upper right of the Results panel.
  2. Place a checkmark to the right of the field you want to be displayed and unchecked for those to be hidden. See below the Generate Report section for more information on available fields in the report.
  3. Re-sequence the displayed fields by selecting a column and moving it up or down using the appropriate button.
  4. Click OK to update the view.

After the selection of your search parameters, you can generate the report by clicking on the Generate Report button located at the bottom of the search criteria.

The following optional fields are available as report columns:

  • Mailbox: Mailbox Identifier
  • Account: Account number for the record
  • Phone: Phone number used to contact the account, or the inbound call's caller ID
  • Date: Date of the call
  • Start Time: Actual time the call was connected to the agent in Hours: Minutes: Seconds
  • Duration: Total time of the recorded conversation in seconds
  • Status: Current status of the recording. The icon indicates that the voicemail is heard by the agent; indicates that the voicemail is not yet heard by the agent.
  • Audio Play / Audio Download:
    • Audio Play: Internal sound player. You can listen to the recordings through the browser without having to download the file. Click the Play button to listen.
    • Audio Download: Link to download the sound file.

The naming format of the downloaded recording audio file is <date>_<phone number>.mp3. For Example, 05_13_2020_2_31_36_AM_6503517485.mp3

Additional Buttons
  • To export the generated report, click the Export button (next to the Generate Report button) and select the required option of file type. The available options are PDF, Excel, and CSV.
  • To print the generated report, click the Print button (next to the Export button). The generated report opens in another tab. Select the details for printing the report and click the Print button.
  • To download up to 5 recordings from the generated report, select them and click on a new Bulk Download button. The output is a zip file.
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