Voicemail

Voicemail is a voice message that a caller leaves when, for example, the person called is absent or the service called is closed. Sinch Contact Pro allows you to define a voicemail box per user or queue. Users can listen to and delete messages, record a greeting, and manage voicemail boxes they have rights to by calling the voicemail box and pressing #.

To avoid a situation where multiple agents are listening to the same voicemail from a queue, we recommend you enable sending voicemails as attachments into an email queue in Sinch Contact Pro and let the system allocate items to agents.

Configuration

To enable the voicemail service in your system:

  1. Configure the SMTP virtual server using IIS.

    This is needed when notifications about new voicemails are sent to users.

    For more information, see Installation Guide.

    Note:

    SMTP virtual server installation is no longer required if an external SMTP server is used. In this case, the Autom. Reply Mode for E-Mail Messages option should be disabled. For more information about the external SMTP server, see Configuring System E-Mail Settings.

  2. Configure the E-Mail Sender variables in Infrastructure Administrator (IA).

    This also is needed when notifications about new voicemails are sent to users.

    For more information, see E-Mail Sender Variables.

  3. Configure system-wide voicemail settings in SC.

  4. Define the number ranges for voicemails.

  5. Configure the voicemail settings of users and queues.