Voicemail is used for scenarios in which customers leave a voice message. For example, if a customer calls after business hours, you can connect a Voicemail module to the Non-working Hours module. This allows the customer to leave a voice message. The next day, agents can review the voicemail recordings after they log on.
This section describes the voicemail interface.
The voicemail interface displays the details of each message. This information typically includes the caller's number, message start time, and message duration.
Caller Number: The inbound caller's phone number.
Message Duration: The duration of the caller's voice message.
Details: Click to view the flowchart of the corresponding Interactive Voice Response (IVR) flow.
Playback: Click to listen to the caller's voice message.
Download: Click to download the voice message recording.
Callback: Click to automatically call the customer back. To use this feature, the agent must be logged on to Cloud Call.
Call ID: The unique ID of each call.