Voicemail

Voicemail is a voice message that a caller leaves when, for example, the person called is absent or the service called is closed.

There are two ways to configure the voicemail service in your system:

The recommended way is to create a voicemail IVR application. This option enables you to define the voicemail process in detail and control greetings in System Configurator. Agents in Communication Panel receive voicemails as tasks via an email queue.

The system also has a built-in voicemail service created for Communication Desktop (CDT). Communication Panel can use the feature as well but certain features are missing. In this approach the voicemails are handled as emails and actual voicemails are as attachments which agents needs to download and play with an external player. This option doesn't allow you to define greetings in System Configurator. Instead agents with rights can change the greeting only by calling to the voicemail box number. This voicemail option is still supported but development has stopped.

To avoid a situation where multiple CDT 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.

Table 1.
Feature Voicemail IVR Built-in Voicemail Service
Agents can listen to voicemails in Communication Panel x
Agents can listen to voicemails in CDT x
Administrator can control voicemail greeting in SC x
Can be used for queues and agents x x
Change the voicemail greeting by calling the voicemail box number and pressing # for login x
Administrator can customize IVR experience x
Email notification with voicemail as an attachment x

Configuration

To enable the built-in 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 if you use voicemail box for users or queues.

  5. Configure the voicemail settings of users and queues.