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When Vonage Contact Center routes a voice call that is assigned to a specific agent's personal queue through a VoiceMail applet, Vonage Contact Center will play a greeting. This greeting is a previously recorded personalised greeting, if available, or a default greeting, and should prompt the caller to leave a message for the agent. The caller is able to replay and re-record their message before accepting it. When the caller has left a message, Vonage Contact Center can optionally send the agent an email to inform them that they have received a voicemail. The agent will be able to replay the message in ContactPad or in a voicemail player accessed by clicking the link in the email. |
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For information about using the VoiceMail applet to set up the voicemail feature, see Setting up voicemail.
Routing
Field | Options | Description | ||
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Next Applet | List of available applets | Optional. The applet that Vonage Contact Center routes the voice call to after a successful voicemail upload.
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No Personal Queue Applet | List of available applets | Optional. The applet that Vonage Contact Center routes the voice call to if the interaction is not assigned to an agent's personal queue. In this event, the caller won't hear a greeting and Vonage Contact Center will not record a voicemail.
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Next Applet On Failure | List of available applets | Optional. The applet that the voice call is routed to if there is a failure to upload the voicemail.
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Email Agent | Select or clear | When a caller leaves an agent a voicemail, Vonage Contact Center can send the agent an email. The email informs the agent that they have a voicemail and also provides a link to that voicemail. Select the Email Agent check box to send an agent an email if a caller leaves a voicemail. |
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