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Handling Voicemail Messages

Voicemail 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)

  1. In the Inbox, click the Subject link for the voicemail message.
  2. On the Voicemail page, click the Listen to Vmail button.

    This plays the voicemail through the local media player.

To listen to a message on the phone (new or played)

  1. In the Inbox, click the Subject link for the voicemail message.
  2. On the Voicemail page, click the Listen to Vmail on Phone button.

    The agent's phone rings and plays the voicemail through the phone.

To reassign the voicemail

  1. On the Voicemail page, click Reassign.
  2. Click Agent or Group in the window that appears.
  3. In the Transfer window, select a group or agent.
  4. Click Transfer.


Published May 2008