Handle voicemails in 8x8 Contact Center for Zoho
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 Zoho, you must:
- Be a member of a voicemail queue.
- Place yourself in the Available status.
The data lookup for searching in Zoho is via a phone number. For voicemail interactions, the screen pop and call log events are similar to phone interactions.
To process a voicemail:
- When a voicemail is offered, your phone rings and a call panel displays. It indicates the media type, the caller’s number or name, the queue, and whether there is a matching record in the Zoho CRM.
- The system searches the Zoho CRM for a matching customer record. Depending on the situation, the search may return:
- No matching records: The search yields no results for the customer. At the end of the call, the CRM screen pops a log in a new tab allowing you to create a new contact or lead and assign the log to it.
- A single matching record: The search yields a single matching record and pops the customer record for previewing.
- Multiple matching records: The search yields multiple search results but the CRM does not generate a screen pop. The number of matches displays on the call panel. Click the avatar
and manually select the record you want to link the call log to.
- Click to accept the voicemail.
- The voice message is played after you accept the voicemail and following an announcement. After listening to the voicemail you can:
- Use the dialpad to type the specified number in the announcement to have the voicemail mailed to you.
- End the call and delete the voicemail.
Note: By default, the CRM matches the case to the first match in the list.