Custom Voicemail prompt

[aschrijver]

How do I record my own VM prompt for a call queue.
I want to let the caller know all our agents are busy, please leave a VM: that kinda thing.

Thx

 

[Jean-ChristopheC_3CX]

Hello,
You cannot modify the VM prompt of a queue.

 

[aschrijver]

Really?!? That's kinda crazy. Surely all these kind of systems can do that. you have a call queue with all your staff in it and should they all be on a call already a nice prompt to say all agents are busy right now.
Seems a basic function of a phone system to me.

 

[Jean-ChristopheC_3CX]

The voicemail of the queue is the "Destination if no answer" you send the call to her own Vm.
You talk about this or the "Music on Hold" when the caller is waiting to be pickup by an agent of the queue?

 

[aschrijver]

You got it right 1st time. I am talking about "Destination if no answer" and I can see options to End Call, Connect to Extension, Voicemail box for Extension etc

I've set it to Voicemail box for Extension and to 801 Support : i.e to the VM for the Queue itself. That way all the member of the Queue get an email to let them know about it. Ideally the VM email should not go to one individual in case they are not around.
BUT you can't seem to edit the message the caller get: so they hear the standard "Leave a message after the tone", and not something a bit nicer: "sorry all our agents are busy, please leave a message" kinda message,

Thx

 

[Jean-ChristopheC_3CX]

The only way is to change the .wav in Settings / system prompts but that will change the default voicemail for the extensions too.
First you have to copy the prompt set, then do the modification and import it back.
Do a search with RECYAMSG its the prompt ID and follow this doc:
https://www.3cx.com/docs/localize-promptsets/

 

[VoIPTools]

As @Jean-ChristopheC_3CX pointed out, you can not customize the voicemail greetings for queues or group voicemail boxes in 3CX. But, I can offer an alternative. I encourage you to take a look at our 3CX Voicemail Manager tool. With our enhanced group voicemail feature, you can use a regular voicemail box for your "Destination if no answer" route. But with our tool, you can assign group members to this standard voicemail box. That means you can have custom greetings.

When a voicemail is received, we replicate the voicemail to the voicemail boxes of everyone in the group. This turns on the MWI on each phone, and each voicemail box will treat this voicemail like any other voicemail (example: transcribe and attach the audio file to an email). What is special about our group voicemail solution is that if any member of the group listens to the voicemail, the voicemail is flagged as heard for everyone in the group. That turns off the MWI for all group members, and helps ensure you do not have multiple staff chasing the same voicemail.

 

[JosIPVG]

Route it to an IVR upload your custom promptset there and have it go to voicemail of the desired group where you set the Voicemail language to No_Prompt.