Handle voicemails in 8x8 Contact Center for Freshdesk
For agents assigned to voicemail queues, the Agent 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 8x8 Contact Center for Freshdesk, you must:
- Be a member of a voicemail queue.
- Place yourself in the Available status.
The data lookup for searching in Freshdesk is via a phone number. For voicemail interactions, the screen pop and call log events are similar to phone interactions. When a voicemail is offered, a call panel displays, indicating an incoming interaction If the voicemail is from an existing customer, the customer record pops allowing you to preview the customer details.
To process a voicemail interaction:
- When a voicemail is offered, a call panel displays, indicating an incoming interaction.
- Accept the voicemail.
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.
- You will hear:
- A recorded message that notifies you that the new interaction is a voicemail and plays it.
-
A prompt 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 Workspace permanently deletes the voicemail message.
The voicemail message. The message keeps playing until you hang up the phone. - After listening to the voicemail message click
to hang up. The post-processing time initiates. - If required, select a disposition code.
- Click Wrap up.
