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 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.

Voicemail flow

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:

  1. 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.

  2. After listening to the voicemail message, hang up your agent telephone, or in the Phone tab of the Control Panel, click End Call.
  3. 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.
  4. In the Wrap up section, add information in the agent-injected data fields, such as Ticket Type, Priority Type, Ticket Status, and Privacy.
  5. 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.

  6. After listening to the voicemail message, click End Call.
  7. If applicable, click End Post Processing, or wait for the call to terminate.
  8. 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.