20. How to set up voicemail (leave a message when no agents answers the phone)

"Voice mail" is a feature installed in the "Queue" section. Users follow the below steps to install:

The user selects the "Edit" button in the queue that needs to add or edit voice mail. The queue settings interface appears as shown in the image below. Users select "Enable voicemail" to display voicemail settings:

In details:

• Enable voicemail: Enable/disable the mode to leave a voice message for the Customer's inbound call when the maximum waiting time is not received. The voice message will be created as a separate note on the system

• Voicemail broadcast mode:

  • Talk: The user will enter content in the dialog box below. Then the system will automatically convert "text to speech" and play it for customers to listen to according to the system's voice

  • Play: The user will select the file that was previously uploaded to the system

• Voicemail broadcast content: The user enters text (for "Talk" mode) or selects an uploaded file (for "Play" mode).

• Maximum voicemail duration (seconds): Maximum voicemail duration (seconds): the maximum time (in seconds) of the message that the customer can leave for the contact center

• Thank you message mode: After the maximum voicemail duration expires (section 17.3), the system will play the file for customers to hear their greetings and thanks in 3 modes.

  • Do not broadcast a thank you message: the call will automatically turn off, do not broadcast a thank you message after the customer leaves a voicemail

  • Talk: The user will enter content in the dialog box below. Then the system will automatically convert "text to speech" and play it for customers to listen to according to the system's voice

  • Play: The user will select an uploaded file to the system

• Voicemail broadcast content: The user enters text (for "Talk" mode) or selects an uploaded file (for "Play" mode).

Once the settings have been completed, the user clicks on the "Update Queue" button to update the settings.