Process voicemail interactions

For 8x8 Contact Center agents assigned to voicemail queues, 8x8 Agent Console8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. Phone tab enables you to process voicemail interactions as a subset of phone interactions.

Unlike phone interactions, voicemail interactions cannot be transferred or forwarded. The information in this section describes the default voicemail options.

For information about 8x8 AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console phone tools, see Overview of Phone Controls.

Accept voicemail interactions

Perform the following actions to accept a new a voicemail interaction in 8x8 Contact Center. The following procedure assumes that you are assigned to an enabled voicemail queue, and that your status is Available.

To accept a voicemail interaction:

1. In the Control Panel, click Available.
   
   8x8 Agent Console offers a voicemail interaction only to an agent assigned to an enabled voicemail queue, and whose agent status is Available.

   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. When your agent telephone rings, 8x8 Agent Console flashes the Phone tab and displays Voicemail Offered. Answer your agent phone to accept the interaction.
   
   Then, 8x8 Agent Console:
   • Plays a recorded message that notifies you the new interaction is a voicemail interaction.
   • Tells you 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 Console permanently deletes the voicemail message.

   • Begins playing the voicemail message.
     
     8x8 Agent Console repeats the voicemail message until you hang up the phone or press End Call.
3. After listening to the voicemail message, hang up your agent telephone, or in the Phone tab of the Control Panel, click End Call.
   
   8x8 Agent Console permanently deletes the voicemail message. If you did not press 1 to send a copy of the voicemail message to your email address, the message is permanently lost.
4. Click End Post Processing to change your status to Available, or click Work Offline if you need more time to complete any post-processing tasks.

Receive voicemail notification 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 QueueA queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded. 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:

TenantYour unique and secure contact center instance running on a 8x8 platform. You use the Configuration Manager to create and configure all aspects of your contact center's resources and operational behaviors, including groups, incoming channels, queues, agents, routing scripts, skills, monitoring, recording, and reporting. 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.