When NewVoiceMedia routes a voice call that is assigned to a specific agent's personal queue through a VoiceMail applet, NewVoiceMedia 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, the agent will be able to replay the message in ContactPad.
For information about using the VoiceMail applet when setting up the voicemail feature, see Setting up voicemail.
| Field | Options | Description |
|---|---|---|
| Next Applet | List of available applets | Optional. The applet that NewVoiceMedia routes the voice call to after a successful voicemail upload. Consider that the caller may hang up before the next applet is run. Therefore you shouldn't rely on NewVoiceMedia running the next applet. |
| No Personal Queue Applet | List of available applets | Optional. The applet that NewVoiceMedia 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 NewVoiceMedia will not record a voicemail. If you do not select a No Personal Queue Applet, the call will end immediately if it is not assigned to an agent's personal queue. |
| 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. If this applet is not set, the call will end immediately if there is a failure to upload the voicemail. |
