Handle Voicemails

For agents assigned to voicemail queues, the Phone tab enables you to process voicemail interactions as a subset of phone interactions. Unlike phone interactions, voicemail interactions cannot be transferred or forwarded.

To receive or send voicemails using Virtual Contact Center for 1CRM, you must:

The data lookup for searching in 1CRM is via a phone number. For voicemail interactions, the screen pop and call log tasks are similar to phone interactions. When a voicemail is offered, the Phone tab blinks red. If the voicemail is from an existing customer, the customer record pops allowing you to preview the customer details.

To process a voicemail interaction:

  1. Click to accept the voicemail in the Control Panel.

    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. After listening to the voicemail message, hang up your agent telephone, or in the Phone tab of the integration, click End Call.
  3. At the termination of the voicemail, a call log (Event) is automatically generated and pops in a new browser tab. Event typically includes information on the transaction ID, call initiation time, call termination time, call duration, and more.
  4. If applicable, click End Post Processing, or wait for the voicemail to terminate.