When Vonage Contact Center routes a voice call that is assigned to a specific agent's personal queue through a VoiceMail applet, Vonage 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.
For information about using the VoiceMail applet to set up the voicemail feature, see Setting up voicemail.
| 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 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. |
