Configuring voice messages for voicemail drop in Agent Workspace

If enabled for your account, you can access your user profile through the User profile tab from the navigation bar. For information about accessing your user profile, see Configuring your user profile in Agent Workspace.

With voicemail drop, when an outbound call is accepted — whether by the contact, their voicemail, or an answering machine — you can leave ('drop') a prerecorded voice message while you continue with other tasks.

You can upload or record as many messages as you require. The maximum length of a message is 60 seconds and maximum size is 10 MB. The message must be in WAV format with the .wav extension.

To configure voice messages to leave, open your user profile and select Voicemail drop in the left panel. Voicemail drop appears.

Managing voice messages

If you have voice messages already, these appear in a list.

Play

To play an existing voice message, click the play icon  alongside the message.

Edit

To change the name of a voice message or whether it's default, click the edit icon  near the end of the row.

Delete

To delete a voice message, click the delete icon  near the end of the row. You cannot delete your default voice message therefore the delete icon   is not clickable.

Download

To download a voice message, click the download icon  near the end of the row.

Recording a voice message

To record a new voice message, click Record a message. Record a voicemail message appears.

Before you record, provide a name for your message and then, optionally, select Make this my default message.

To start recording, click Start. Recording will stop after 60 seconds.

Alternatively you can click Stop to stop the recording sooner.

When you have recorded a message, you can:

• Click play  to listen to the message.
• Click the delete icon  to delete the recording and try again.
• Click Save to save the recording, deselecting the previous default if applicable.
  Your message is saved, you are returned to Voicemail drop, and your message appears in the list.
• Click Discard to delete the recording and return to Voicemail drop.

Uploading an existing voice message

To upload an existing voice message, click Upload a message. Upload a voice message appears.

Before you record, provide a name for your message and then, optionally, select Make this my default message.

To upload a message, in Message file:

• Click to select a file from your computer
• Drop a file from your computer

Your file must be in .wav format with a maximum size of 10 MB and length of 60 seconds. If your file doesn't conform to these requirements, or if the file is damaged or corrupt, an error message will appear and you will need to try again with a different file.

When you have selected or dropped a suitable file, you can:

• Click play  to listen to it.
• Click the delete icon  to delete the file and try again.
• Click Upload to save the file.
  Your message is saved, you are returned to Voicemail drop, and your message appears in the list.
• Click Cancel to return to Voicemail drop.

When you have uploaded your messages, you can leave them when your outbound calls are accepted. For information about leaving voice messages, Leaving a voice message using voicemail drop in Agent Workspace.