Voicemails are messages typically left by callers when they are unable to reach an agent live. 8x8 Contact Center offers these voicemails as queued interactions to agents to ensure a prompt follow-up. As a member of a voicemail queue, using 8x8 Agent Workspace, you can accept the voicemail interaction, follow the prompts to listen to the voicemail, or have it sent to your email. Unlike phone interactions, voicemail interactions cannot be transferred or forwarded.
To accept a voicemail interaction:
In the Control Panel, change your status to Available.
You are offered a voicemail interaction.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.
When your agent phone rings, 8x8 Agent Workspace pops an incoming interaction notification. Answer your agent phone to accept the interaction. You will hear:
A recorded message that notifies you that the new interaction is a voicemail and plays it.
A prompt to press 1 to send a copy of the voicemail message to your email address as a WAV file attachment.
Note:
The only way you can save a voicemail message is to send a copy of the message to your email address. When you disconnect your agent telephone from the voicemail interaction, 8x8 Agent Workspace permanently deletes the voicemail message.
The voicemail message.
The voicemail message keeps playing until you hang up the phone.
After listening to the voicemail message, hang up your agent phone.
Click Wrap up to change your status.
Receive voicemail notifications via email
The voicemail notification via email now provides the transaction ID, allowing you to track the queued voicemails better. An email notification for a voicemail is generated as a result of:
Voicemail Queue Notification: When a caller leaves a voicemail via a voicemail queue, an email notification is sent to the email address configured for the voicemail queue.
IVR Settings for Voicemail: A voicemail being sent to an agent from the voicemail queue. The agent requests an email to be sent to the agent.
Transferring to Agent Voicemail: A voicemail being sent to an agent after the caller calls and leaves a voicemail in the agent’s voice box.
Additionally, you can retrieve the following information from a voicemail notification sent by email:
Tenant name, Cluster ID, Phone queue ID, Voicemail queue ID, Calling name, Interaction GUID of the inbound phone queue, Transaction ID of the inbound phone interaction, Voicemail begin offset, Filename, Agent name, and Voicemail retrieval delay.
