Overview: Voicemail container in Queues (Console)

This article provides an overview of the Voicemail container in Queues in Console.

In this article

Overview

In Console, the Voicemail container on a queue’s configuration page is where you enable or disable voicemail for a queue. If voicemail is enabled, this is also where you can customize the queue’s voicemail settings.

Enabling voicemail on a queue allows callers to leave a voicemail message when queue users aren't available. This could happen if you have an Exit No Agents, Maximum Wait, or another similar experience configured for the queue.

Note: You only need to configure voicemail settings if you have voicemail enabled on a queue.

If you decide to enable voicemail, use the Voicemail container to customize the voicemail settings. These settings include:

• Defining a minimum voicemail recording message length (in seconds). 

• Defining how the voicemail greets the caller (text-to-speech or playing an audio file). 

• Defining whether the system transcribes the voicemail.

Continue reading the subsections below for a breakdown of each of these settings and use case examples.

Container breakdown

Voicemail

The Voicemail toggle is where you define whether the queue’s voicemail box is enabled or disabled. 

• Enabled - If enabled, the voicemail box is available for callers to leave messages for the queue.

• Disabled - If disabled, all other settings within the Voicemail container are disregarded and callers are unable to leave messages for the queue.

Minimum Recording Length (Sec)

The Minimum Recording Length (Sec) field is where you define the minimum duration for voicemails left in this queue. This field accepts any positive, whole number (representing seconds). The default setting for this field is three seconds. This means that any voicemail that is three seconds or less will be moved to Completed status and removed from the queue.

The purpose of this setting is to configure a queue to disregard accidental voicemails caused by customers failing to hang up a call before the voicemail prompt.

Voicemail Transcribe

The Voicemail Transcribe toggle is where you determine whether or not the voicemails are transcribed in the feed tab of the interaction. The transcription is created by converting the audio of a voicemail into text. This allows a queue user to read the conversation instead of listening to it.

• Enabled - If enabled, queue users can listen to and/or read the voicemail.

• Disabled - If disabled, queue users can only play the audio file.

Prompt Type

The Prompt Type menu is where you select how the caller is greeted once reaching the voicemail box. There are two greeting prompt options in this menu: text-to-speech or audio file.

• Text-to-speech - This option uses our text-to-speech capabilities to read the voicemail greeting to the caller. When using this option, update the Voicemail Greeting field to configure what is read to the caller.

• Audio File - This option plays an audio recording for the caller. You must upload an audio file to your account before selecting this option.

Voicemail Greeting

The Voicemail Greeting field is dynamic, which means it reflects the voicemail greeting type that’s selected from the Prompt Type menu. When ‘Text’ is selected from the Prompt Type menu, a text field opens where you type the greeting that is read to the customer. When ‘Audio File’ is selected from the Prompt Type menu, this field displays the audio recording that the system plays for the caller.

Use case: New voicemail for high volume queue

Suppose you want to set up a voicemail for a new high-volume queue. You don’t have an uploaded file to play so you want to use our text to speech feature for the voicemail greeting. You’ve also noticed a high number of accidental voicemail messages in the other queues, so you want to minimize the number of accidental voicemail messages in the new queue.

You could configure the Voicemail container like the screenshot below:

• Voicemail – Enabled

  • • Voicemail is enabled so customers can leave voicemail messages in this queue.

• Minimum Recording Length (Sec) – 4

  • • The minimum recording length is set to four seconds to filter out accidental voicemail messages. Customers who want to leave a message must leave a message greater than four seconds for it to be recorded and returned to the queue.

• Voicemail Transcribe – Enabled

  • • Voicemail Transcribe is enabled so that queue users can read through a customer's voicemail message instead of having to listen to the message in its entirety. This can reduce the amount of time needed to handle interactions.

• Prompt Type – Text

  • • Text is chosen as the prompt type since there isn’t a recorded audio file to play for the voicemail greeting.

• Voicemail Greeting – [Message]

  • • The following text was typed in for the voicemail greeting, “Thank you for reaching out to customer support. At this time we are unable to take your call. Please leave a message and we will get back to you as soon as possible.”

Read more

• Configure queue voicemail settings (Console)