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Handling Voicemail MessagesVoicemail messages can be either personal or ACD messages. ACD messages are voicemails left for your company call center. Those voicemail messages are routed according to the call flow set up by your administrator and are assigned to agents based on their skill and availability. You can reassign a voicemail message to another agent, supervisor, or a skill group. When you reassign a voicemail, it goes through the routing again, according to the workflow your administrator set up. Reassigned voicemails are no longer owned by you. When a voicemail message is in your queue, the Inbound Voicemail alert flashes in the Communications Tools section in the Action bar for a few seconds. The record also appears at the top of your Inbox on the Communications Homepage, within the Voicemail subtab. You can play a voicemail message at any time. Playing a message does not affect your availability in the application. NOTE: Voicemail messages cannot be deleted. To listen to a message (new or played)
To listen to a message on the phone (new or played)
To reassign the voicemail
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Published 05/11/2007 |