Voicemail Queues

Updated: August 14, 2024

A Voicemail Queue is a distribution system that assigns voicemail messages to voicemail boxes, in round robin fashion, from a predefined group. For example, if there are three users and a voicemail message is left, rather than having messages go to a general voicemail box, the load can be distributed among the members of the queue.

Go to: Contact Center > Voice Mail Queues

Click Create Voicemail Queue to begin.



Name. Create a name for the queue.

Greeting Audio. This option allows you to select a custom voicemail greeting. If no selection is made, the system's default audio is selected and played. Click HERE to learn how to add audio files to your account.



Click Save to finish.

Voicemail Queue Members

After creating the queue, on the main Voicemail Queues page, click Members to add users. From the "Members" pop up window, select any of the "Available Voicemails" by clicking + Add. This moves the voicemail to the "Member Voicemails" column, making them part of the queue. To remove a member voicemail, click Remove.



Click outside of the "Members" pop up window to save and close.

Voicemail Queue Destination

In order to use a voicemail queue, it must be set as a destination. For example, it can be set as an IVR option, a queue failover, a ring group failover, a time condition "Match Destination" or "No Match Destination" or as a DID destination. After setting the voicemail queue as a destination, the "Used as Destination By" displays the route(s) it takes to get to the voicemail queue. This is found under the main voicemail queues page: Edit > Used as Destination By.



After the destination is set, test call and leave a message to ensure the queue is working as intended.

Voicemail Queue Messages

When messages become available, they are displayed on the manager's dashboard under Voicemail Queues > Messages with the name of the agent's voicemail it was assigned to and a timestamp under the "Received On" column.





On the agent dashboard, when a message becomes available, a voicemail message alert is displayed.



In addition, the agent dashboard's Voice Mails navigation tab will have a red "New" icon over it. Click the navigation tab to enter the voicemails section and review the message by pressing the Play icon. 



After a message has been played by the agent, the "Reviewed On" column will be timestamped.



Conclusion

Voicemail queues are a useful tool that help with contact management. Due to its round robin nature, it can also be used a lead distribution queue. With the flexibility that comes with the ability to create multiple voicemail queues and set up different users, managers can get creative with how these queues are used. For any questions regarding voicemail queues, please contact support.