Voicemail Handling in Communication Panel

This section describes voicemail handling.

Agents receive voicemails as tasks via an email queue or they can pick them if the Picklist view is enabled for them. They need serve rights to the queue from which the voicemail tasks are allocated or picked.

As voicemails are tasks, conversation handling options such as transferring and marking voicemail tasks as pending are also available. If agents have the user settings template setting Show Download Button for Call Recording and Voicemail enabled, they can also download the voicemail .