Perform the following actions to accept a new a voicemail interaction. The following procedure assumes that you are assigned to an enabled voicemail queue, and that your status is Available.
To accept 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.
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, Agent Console permanently deletes the voicemail message.
The voicemail email notification 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:
Additionally, you can retrieve the following information from a voicemail notification sent by email:
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.
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