By default, 8x8 Contact Center routes voicemails to a queue and offers them to the next available agent. Administrators can also configure a queue so voicemail is sent directly to an email address as a WAV file attachment, so agents don't have to retrieve it from the queue at all. You can also configure 8x8 Configuration Manager to automatically remove a voicemail from the queue once it has been emailed.
When a customer leaves a voicemail, you shouldn't have to listen to the whole recording just to find out who called and why. You should be able to see that information right away. That's what a voicemail notification email is designed to do. It includes a written transcript of the message, the caller's details, the transaction ID so you can track the interaction, and the original recording, all in one place, so you can read what happened and respond quickly.
Audience: Designed for 8x8 Contact Center and 8x8 Engage agents who receive voicemail by email, and for administrators who configure voicemail notification settings.
What's included in voicemail notifications
Each voicemail notification email includes:
A modern, on-brand layout consistent with the rest of the 8x8 platform.
A written transcript included directly in the email body.
Caller, agent, and queue details grouped into clear, labeled sections.
A subject line that leads with the caller's name, date, and time.
The original voicemail recording, still attached for playback.
How a voicemail notification email is generated
Not every voicemail notification starts the same way. Depending on how a queue is set up, an email like this can be triggered by one of the following:
Voicemail queue notification: A caller leaves a voicemail in a voicemail queue, and a notification is sent to the address configured for that queue.
Interactive Voice Response (IVR) settings for voicemail: A voicemail is sent to an agent from the voicemail queue, and the agent requests that an email be sent.
Transfer to agent voicemail: A caller leaves a message directly in an agent's voice box, and a notification is sent once the call ends.
Whichever path it takes, the resulting email looks and reads the same way, so agents always know what they're looking at.
Read a voicemail notification email
A voicemail notification email is organized into the following sections, in order.
Subject
New voicemail from [Caller Name] at [Date] [Time] (UTC offset).
Header
A banner at the top of the email shows who called: "New voicemail from [Caller Name]."
Transcription
A written version of the voicemail message, so you can read what the caller said without listening to the recording.
Interaction details
Timing information for the voicemail.
Field | Description |
|---|---|
Interaction arrival time | The date and time the voicemail was received. |
Voicemail duration | The length of the recorded message. |
Recording begins after | How many seconds into the call the recording starts. |
Transaction ID | The ID used to track this voicemail interaction. |
Agent and caller details
Who the voicemail was for, and who left it.
Field | Description |
|---|---|
Agent | The agent or extension the voicemail was directed to. |
Channel | The phone number the call came in on. |
Calling name | The caller's name, if available. |
Calling ID | The caller's number or identifier. |
Queue and file details
Where the voicemail was left, and the recording file itself.
Field | Description |
|---|---|
Tenant | Your organization's account identifier. |
Voicemail Queue | The queue the voicemail was left in. |
Filename and size | The name and size of the attached audio recording. |
Tracking details
Additional identifiers used for tracking and support purposes.
Field | Description |
|---|---|
Interaction GUID | A Globally Unique Identifier (GUID) for the inbound phone interaction. |
Voicemail retrieval delay | The delay before the voicemail was retrieved. |
Attachment
The original recording is also attached as a .wav file at the bottom of the email. Most email clients, including Gmail, display it as a playable audio file, so you can listen to it without downloading it first.
Note:
Start with the Transcription section to understand what the voicemail is about. The audio recording is also attached if you need to listen to it directly.
View a sample voicemail notification email, showing the caller's transcription, queue and agent details, and the audio recording attachment sent to the inbox
Configure voicemail notifications
Voicemail notification settings are managed per queue in 8x8 Configuration Manager.
As an administrator, follow these steps to configure voicemail notifications for a queue.
From the Configuration Menu, open Queues/Skills.
Select the voicemail queue you want to configure.
Click Edit.
Select the Notification tab.
Select the Enabled checkbox.
Enter the email address or addresses that should receive voicemail notifications.
Select or clear the Delete from Queue checkbox. See the table below for details.
Click Save.
The following table describes each option on the Notification tab.
Option | What it does |
|---|---|
Enabled | Turns on email notifications for this voicemail queue. |
Email Addresses | One or more email addresses that will receive the voicemail notification. |
Delete from Queue | When selected, the voicemail is removed from the queue after the notification is sent. When cleared, the voicemail is emailed and also remains in the queue for agents to access in 8x8 Agent Console. |
Enable notifications on the Voice Mail queue's Notification tab and enter the email address that should receive new voicemail alerts
Sender email address
The email address that voicemail notifications are sent from depends on which Simple Mail Transfer Protocol (SMTP) server your organization is using.
Default 8x8 SMTP server
By default, 8x8 Contact Center routes all outbound email through the pre-configured 8x8 internal SMTP server. Voicemail notification emails are sent from the default sender, no-reply@8x8.com. This is an automated address that cannot receive replies.
Note: Some email providers may display a warning that the message could not be verified. This is expected behavior with automated senders. Agents can mark the message as safe or add no-reply@8x8.com to their trusted senders list.
Custom SMTP server
If your organization has configured a custom SMTP server in 8x8 Configuration Manager and set it as the default, voicemail notification emails are sent from the email address configured on that server. The 8x8 default address is not used.
For example, if your custom SMTP server is configured with the address notifications@yourcompany.com, that address appears as the sender on all voicemail notification emails.
Note: Emails sent from a custom SMTP address may be flagged as External by the recipient's email provider, since they originate from outside the 8x8 platform. This is expected and does not affect delivery.
Configure a custom SMTP server
From the Configuration Menu, open Security.
Select the SMTP Servers tab.
Click Add SMTP Server.
Enter your server details.
Select the Default checkbox to apply this server to all outbound email, including voicemail notifications.
Click Save.
Note: 8x8 Contact Center requires plain username and password credentials to authenticate with a custom SMTP server. OAuth (Open Authorization) and app-to-app authorization are not currently supported.
The following table describes each setting.
Setting | Description |
|---|---|
Name | A label for the SMTP server. |
Server Name | The address of your SMTP server, for example smtp.yourcompany.com. |
Port | 587 for STARTTLS, 465 for SSL/TLS, or 25 for the default SMTP port. |
Connection Security | The encryption protocol used. STARTTLS is recommended. |
User Name | The email address you want to send from, for example notifications@yourcompany.com. |
Password | The password for the sending email account. Some email providers require an application-specific password rather than the account's regular password. |
Default | Select this check box to apply this server to all outbound email, including voicemail notifications. |
Note: When you set a new default SMTP server, all email channels and agents not individually configured to override it switch to the new server automatically.
To learn more about custom SMTP servers, see Define a custom SMTP server.
Frequently asked questions
Why does my email show a security warning?
When using the default 8x8 SMTP server, voicemail notifications are sent from no-reply@8x8.com. Some email providers display a warning that the message could not be verified. This is expected. Agents can mark the message as safe or add the address to their trusted senders list. If your organization uses a custom SMTP server, the sender address is the one configured on that server, and the warning may not appear.
Do I still need to listen to the recording?
The Transcription section contains a written version of the message. The audio recording is attached if you prefer to listen to it.
Can I change which email address receives voicemail notifications?
Yes. An administrator can update the Email Addresses field on the Notification tab for the relevant queue in Configuration Manager.
Where is the audio recording?
The recording is attached to the notification email. It may also be available in the voicemail queue, depending on the Delete from Queue setting.
Who do I contact for help?
Contact your 8x8 account team or support representative for assistance with voicemail notification settings.