Handle voicemails in 8x8 Contact Center for Zendesk

Agents assigned to voicemail queues can 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 call panel displays, indicating an incoming interaction. If the voicemail is from an existing customer, the record pops allowing you to preview the customer details.

To accept a voicemail:

  1. When an interaction is offered, your phone rings, and a call panel displays.
  2. 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.

  3. If the phone number is linked to a contact, the contact record pops after the call connects. If there are multiple matches found, click the avatar and manually select the record to which to link the call log. By default, the call log is associated with the first record in the list.
  4. After listening to the voicemail message, hang up your agent telephone or click Hang up to end the call. The post-processing time initiates.
  5. To add your notes for the interaction, select Notes under the call controls.
  6. In the Zendesk section, add information in the agent-injected data fields, such as Ticket Type, Priority Type, Ticket Status, and Privacy.
  7. If required, select a disposition code.
  8. Click Wrap up. 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.

  9. 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.