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 8x8 Contact Center for Zendesk, you must:
- Be a member of a voicemail queue.
- Place yourself in the Available status.
The data lookup for searching the CRM is via a phone number.
When you accept voicemail interactions, the screen pop and call log events are similar to those of phone interactions.
When a voicemail is offered, the Phone tab blinks red. If the voicemail is from an existing customer, the record pops allowing you to preview the customer details.
To accept a voicemail:
- Click to accept the voicemail call.
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.
- After listening to the voicemail message, hang up your agent telephone, or in the Phone tab of the Control Panel, click End Call.
- If the phone number is linked to a contact, the contact record pops after the call connects. If there is a match, a red dot appears next to the Search tab in 8x8 Contact Center for Zendesk. Click the Search tab. The matching record is selected by default under Assign.
- In the Wrap up section, add information in the agent-injected data fields, such as Ticket Type, Priority Type, Ticket Status, and Privacy.
- Click Save. The wrap-up notes you entered appear in the call log.
Note: Wrap-up fields can only be populated from the 8x8 integration during an active interaction.
- After listening to the voicemail message, click End Call.
- If applicable, click End Post Processing, or wait for the call to terminate.
- At the termination of the voicemail, a call log is automatically generated and pops in a new browser tab. The call log typically includes information on the transaction ID, call initiation time, call termination time, call duration, and more.