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 Zendesk, you must:
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:
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.
Note: Wrap-up fields can only be populated from the 8x8 integration during an active interaction.
|Product version 3.1||
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