VoiceMail applet

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.

You can only use this applet in an interaction plan that routes calls, and not other types of interactions.

For information about using the VoiceMail applet to set up the voicemail feature, see Setting up voicemail.

Routing

Field	Options	Description
Next Applet	List of available applets	Optional. The applet that Vonage Contact Center 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 Vonage Contact Center running the next applet.
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. 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 you do not set this applet, the call will end immediately if there is a failure to upload the voicemail.
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. All emails from VCC come from the same email address: noreply@cc.vonage.com. Users should add this email address to their list of safe senders.