Agent Dashboard Part 6 - Voice Mails

Updated: June 4, 2024

In our last article, Agent Dashboard Part 5, we covered the "Recent Calls" tab and how to view and filter call logs, listen to call recordings, and edit the table columns.

Voice Mail Navigation Tab



Voice Mails Section

When agents and webphones are created, voice mail features are included. From this page, agents can manage their voice mail messages as well as their voice mail greeting.

Voice mails are tied to call logs. In a similar fashion, voice mails are displayed in a table providing call information. The voice mail log displays the "Caller ID Number," "Contact" ID, the "Transcript" of the voice mail message, the "Duration" of the voice mail recording, the voice mail's "Reviewed On" date by the agent (not the manager), and additional "Controls" options.

Controls. Under the "Controls" column, press the play icon to listen to the voice mail recording. Click the cloud icon to down a copy of the voice mail audio file. Click Delete to remove the voice mail message from the log.

Filter Results. Click Filter Results to open the filter table. This feature is used to search for specific voice mail messages. After the table opens, enter values in one or more fields. For the transcript search, enter any keyword(s) that may be associated with the conversation. Click Filter to run the query. (See below)

Record Greeting. Click Record Greeting to record a new voice mail greeting. When this is clicked, the webphone initiates a call that connects to the platform's recording system. Follow the prompts to record and save your greeting.

Transcript. If there is a voice mail transcript, click the transcript text to open the transcript window. This form shows the complete transcript, and other details pertaining to the call and the voice mail message. It also includes playback, download and delete options. (See below)

Next Article: Agent Dashboard Part 7 - Calendar Events