When a call to the helpdesk goes unanswered, the User will be able to leave a voicemail message. If the User doesn't leave a voicemail, the call will be logged as Missed.
The behavior for missed calls and voicemails differs depending on whether the call was made to a Queue or directly to a specific Agent. Please read below for more information.
Queue Voicemails & Missed Calls
If a call to a Queue is missed and the User doesn't leave a voicemail message, a ticket is automatically created in the helpdesk with the subject "Missed call from xxxx".
If a voicemail is left for a call Queue, a ticket is automatically created in the helpdesk with the subject "Voicemail from xxxx".
The ticket is created under the User & Organization (if known), with a full recording of the voicemail that can be listened to on the ticket.
You can optionally configure how these tickets are assigned in Queue Settings. This includes which department will be associated with the ticket, which specific Agent the ticket will be assigned to, or which team the ticket will be assigned to. You can customize this for each call Queue. For more information see Queue Settings.
If a customer has called in or left a voicemail about an issue that already has a ticket open, an Agent can merge the Voice ticket with the open issue, helping to provide all the information about a User's issue within one ticket.
Grouping Missed Call Tickets
There may be certain situations where a User rings you multiple times, and multiple missed call or voicemail tickets subsequently get created. If you would prefer for all missed call from the same User to be automatically grouped together, you can turn on Grouping of missed calls & voicemails in Admin > Voice > General Settings. When enabled, all voicemails and missed calls from a single user during a specified period are grouped together on a single ticket. This can be especially useful if you don't have a 24/7 helpdesk and you want to prevent needing to merge missed call tickets together manually. See General Settings for more information on setting this up.
Individual Agent Voicemails & Missed Calls
When a User tries to call an individual Agent, either by dialing their extension or by calling a number which has a direct Agent target, any missed calls or voicemails left will not create a ticket automatically. The voicemails & missed calls are sent directly to that Agent who can view the details from their Voice interface.
They can choose to create a ticket from that voicemail if they need to. For more information on individual Agent Voicemails, see Voicemails.
Voicemail Transcription
You can enable voicemail transcription in Admin > Voice > General Settings > Transcribe voicemail messages. When enabled a transcription of the voicemail is added to the call record on the ticket. A charge is applied for transcription, please refer to the Voice pricing page.
Please log in or register to submit a comment.