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Configure Voicemail Notification

By default, voicemails are sent to the queues and offered to the next available agent. You can configure Configuration Manager to send voicemails as WAV file attachments directly to an email address. With this setup, agents do not have to retrieve voicemails from a queue. You can also configure Configuration Manager to automatically remove voicemails from a queue. An email notification for a voicemail is generated as a result of:

The voicemail email notification provides the transaction ID, allowing you to track the queued voicemails better. Additionally, you can retrieve the following information from a voicemail notification sent by email:

To configure voicemail notification:

  1. From the Configuration Menu, open Queues/Skills.
  2. Find the voicemail queue you wish to modify, and click .
  3. Go to the Notification tab.
  4. Select Enabled to enable the notification.
  5. Specify the Email Address(es) to which voicemail attachments must be sent.
    The following table summarizes the options under Queues/Skills > Voicemail > Notification:
    Notification Tab OptionDescription
    EnabledTo enable voicemail notification sent by email regardless of the agent status.
    Email AddressesTo send voicemail in an email attachment to the specified email addresses.
    Delete from QueueIf enabled, it automatically removes the voicemail from the queue after sending an email attachment.
    If disabled, it sends a voicemail to the specified email address and forwards it to the voicemail queue. When the agent logs in to Agent Console, the voicemail is presented in the queue.
  6. Check Delete from queue to delete the voicemail from the voicemail queue after sending the email attachments.
  7. Click Save.
    With this step, the configuration of a voicemail queue is complete.

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