...
For more information about the voicemail feature, see Voicemail in ContactPad.
| Note |
|---|
You must set up personal queues to use the voicemail feature. For information about setting up personal queues, see Setting up personal queues. |
...
| Expand |
|---|
|
The following visualization shows an interaction plan that routes calls to the specified agent's personal queue, and then directly to a VoiceMail applet. You might set up your interaction plan in this way for out of hours calls. 
The plan includes the following applets: Collect Personal Queue Agent ID (IVR Collect Digit String)This applet prompts the caller to type the ID of the agent they want to leave a voicemail for on their telephone keypad. The applet stores the value the caller provides in an IVR slot. NewVoiceMedia routes the call to the specified applet (Personal Queue).
Personal Queue (Skill Tagger)This applet sets the personal queue data. NewVoiceMedia routes the call to the next specified applet (Voicemail).
Voicemail (VoiceMail)This applet is a VoiceMail applet that records a voicemail for the target agent. NewVoiceMedia then routes the call to the following applets: - SendPersonalQueueSMS (Send SMS). If the caller records a voicemail and NewVoiceMedia successfully uploads that voicemail, NewVoiceMedia routes the voice call to a Send SMS applet. The Send SMS applet sends an SMS to the agent to let them know that they have received a voicemail.
- No Personal Queue (Announcement). If the caller has not provided a valid agent ID for a personal queue, NewVoiceMedia routes the call to an Announcement applet. The Announcement applet informs the caller that they cannot record a voicemail for the specified agent.
- Voicemail Failure (Announcement). If the caller has recorded a voicemail but NewVoiceMedia does not successfully upload that voicemail, NewVoicemedia NewVoiceMedia routes the voice call to an Announcement applet. The Announcement applet informs the caller that their voicemail has not been saved.
|
...