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Accept Voicemail Interactions

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:

  1. In the Control Panel, click Available.
    Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. 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, Agent Console flashes the Phone tab and displays Voicemail Offered. Answer your agent phone to accept the interaction.
    Then, Agent Console:
  3. After listening to the voicemail message, hang up your agent telephone, or in the Phone tab of the Control Panel, click End Call.
    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 Email Notification

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:

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.


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