---
title: "Handle voicemails with 8x8 Contact Center for 1CRM"
slug: "handle-voicemails-with-8x8-contact-center-for-1crm"
updated: 2026-07-23T10:07:21Z
published: 2026-07-23T10:07:21Z
canonical: "help.8x8.com/handle-voicemails-with-8x8-contact-center-for-1crm"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Handle voicemails with 8x8 Contact Center for 1CRM

For agents assigned to voicemail queues, the **Phone** tab enables you to process voicemail interactions as a subset of phone interactions. Unlike phone interactions, voicemail interactions cannot be transferred or forwarded.

To receive or send voicemails using **8x8 Contact Center for 1CRM**, you must:

- Be a member of a voicemail queue.
- Place yourself in the **Available** status.

The data lookup for searching in **1CRM** is via a phone number. For voicemail interactions, the **screen pop** and call log tasks are similar to phone interactions. When a voicemail is offered, the **Phone** tab blinks red. If the voicemail is from an existing customer, the customer record pops allowing you to preview the customer details.

**To process a voicemail interaction:**

1. Click to accept the voicemail in the Control Panel.

> [!NOTE]
> Note:
> 
> The **Reject interaction** button is disabled if your contact center administrator has not granted the permission. This prevents agents from rejecting the interactions they are offered.
2. After listening to the voicemail message, hang up your agent telephone, or in the **Phone** tab of the integration, click **End Call**.
3. At the termination of the voicemail, a call log (Event) is automatically generated and pops in a new browser tab. Event typically includes information on the transaction ID, call initiation time, call termination time, call duration, and more.
4. If applicable, click **End Post Processing**, or wait for the voicemail to terminate.