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Configuring Voice Mail Queue Greetings

When an agent accepts a voice mail interaction, a voice mail delivery message plays to inform an agent that a voice mail message is waiting prompting for a selection to listen to the voice mail. For example, a message can prompt to press 1 to receive voice mail in your Email. An agent can press 1 to receive voice mail as an email attachment. You can upload custom voice mail delivery message to suit your contact center's needs.

You can also configure to send voice mail by email to an agent's email address or any number of email addresses specified.

To define interactive voice mail configuration:

  1. Select a voice mail queue, click Edit icon and click IVR tab.
  2. Select and enter the desired values as follows:

    Figure 78: Voice Mail Queue> IVR Tab

    Table 37: Summary of Voice Mail page, IVR tab options

    Voice Mail Queue, IVR tab option Description

    Voice Mail Delivery Message

    Select the message Virtual Contact Center plays to inform an Agent that a voice mail message is waiting in the queue.

    Play

    Click Play to play the currently selected voice mail delivery message.

    Upload Custom

    Click Upload Custom to upload a custom voice mail delivery message.

    Delete Voice Mail

    To enable the Delete Voice Mail list, use Upload Custom to upload a custom voice mail delivery message.

    • To delete a queued voice mail message after the agent hangs up, choose On hang up
    • To delete a queued voice mail message after the agent presses the telephone's * key, choose On agent confirmation

    Send Voice Mail by E-mail

    To enable the Send Voice Mail by Email list, use Upload Custom to upload a custom voice mail delivery message.

    • To never send a queued voice mail message to an agent as an email attachment, choose Never
    • To enable an agent to request that Virtual Contact Center send a queued voice mail message as an email attachment, choose On request
    • To always send a queued voice mail message to an agent as an email attachment, choose Always
  3. Click Save.

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