Overview: Voicemail container in Queues (Console)

Console > Queues > Overview: Voicemail container in Queues (Console)

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

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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.

Voicemail container in the queue workspace

In Console, navigate to Queues > [Queue] > Voicemail container.

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:

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

Container breakdown


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

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.

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.

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 configuration for high volume queue use case.