Call Queue Voicemails

[Matt Horner]

Hello,

is there a way that we can have the call queue's keep the voicemails, rather than email them? currently for our customer service staff, they're needing one headset to answer calls on their Fanvil's, and another headset plugged into their PC to listen to voicemails. It's a bit backward as with our old Avaya system, we could just have voicemails for groups, and they could listen to the voicemails from their phone.

Kind regards,

 

[Saqqara]

Change the voicemail option on the extension to 'no email notification' or 'send email notification only'

Users can access the voicemail by dialling the voicemail extension number, Settings -> Voicemail

If own extension has voicemail, press # when the person is speaking and you will be prompted for voicemail extension and voice mail pin (if setup) else you will be prompted for voicemail extension and pin

 

[YiannisH_3CX]

Hello @Matt Horner

Please note that if you are using the group voicemail option of the Queue the voicemails can only be sent to the Queue participants.
To have the voicemails saved you will need to use a Voicemail Box of an extension. What other users is create a dummy extension and set the voicemail of the extension as destination if no answer.
Then create a mailing list and add the emails of the required extensions. Use the mailing list as the email of the dummy extension. So when someone leaves a voicemail all users will get the email and the voicemail will be saved.
To access a voicemail of a different extension just dial the voicemail extension and press #. You will then be asked for the extension number and PIN of the other extension.

 

[VoIPTools]

To add to what YiannisH_3CX has suggested, you could also add a second account to your phones for the dummy extension. Then, when a voicemail is left on the dummy extension, the MWI will light up on the physical phone and you can pickup the voicemail by pressing the voicemail button on the phone. The nice thing about this approach is that you don't have a bunch of people all casing the same voicemail. Once one person listens to the voicemail, the MWI turns off for everyone.

 

[Matt Horner]

Hi Both,

thank you for your replies. I've done the above (created a dummy extention, and also added it to the SIP phone so we can see the MWI button light up) however, we have disabled the use of voicemail pins, so when trying to listen to the voicemails of the new extension, we don't have an opportunity to hit #(ext) to connect to it. Any advice?

thanks in advance,

 

[YiannisH_3CX]

If the voicemail pin is disabled then you will not be able to access other peoples voicemail boxes due to security constrains. If the option was enabled when extensions do not have the pin enabled you can understand that anyone could hear each others voicemail messages.

 

[Matt Horner]

If the voicemail pin is disabled then you will not be able to access other peoples voicemail boxes due to security constrains. If the option was enabled when extensions do not have the pin enabled you can understand that anyone could hear each others voicemail messages.

Of course, that makes sense, however from a usability point of view where we have 10 members of staff on one call queue, so it emails all of them and we can't then see if anyone has / hasn't listened to it, it's a bit frustrating! especially as everyone will need two headsets (one for phone, one for PC) just to listen to voicemails.

Thank you for your help anyway, it's appreciated.

Kind regards,