Queue & Ring Group Voicemail (U5 Feature)

[lancerichards]

Hi Team,

I noticed in the release notes for v20 u5 that there is a new feature of having a Queue Voicemail box (love the idea! )



Just trying to grasp how this hangs together before we push customers down this path.

• Who does the voicemail get sent to?
  • Every user on the queue?
  • Just the queue managers?
• Is there any notification around queue voicemails?
  • Email as Attachment?
  • On Phone?
  • Follows the settings of the User?
• Do Queue Voicemails get Transcribed based on Department Settings?

The documentation for Queues doesn't seem to include this yet, so I though I best ask to ensure how you've implemented it is how we expect it to work
https://www.3cx.com/docs/manual/call-center-queues/

Screenshot Showing Queue Voicemail Box Selection


Screenshot showing VM Greeting for Queue Voicemail Box



This will most certainly save creating "Service" based accounts for Group Voicemails

Best,
Lance

 

[Alphabetic]

they will go to email for all agents in the queue, as they always have

 

[NicholasP_3CX]

The queues have had the voicemail capability for quite a few years. All the agents would receive the voicemail as an attachment. This would not show on any phones, or any individual extension. This was, and is still, an email only voicemail message.

What we have improved in update 5, is the capability to define a custom voicemail prompt. Previously you would need to create a separate prompt set and assign it to the queue.

This would be tedious, so we have now enabled you to create this custom prompt to make it easier on the admins when defining the queue.

• Who does the voicemail get sent to?
  • Every user on the queue? Yes
  • Just the queue managers? No
• Is there any notification around queue voicemails? Depends on your email notifications. There is no voicemail notification though.
  • Email as Attachment? Yes
  • On Phone? No
  • Follows the settings of the User? No
• Do Queue Voicemails get Transcribed based on Department Settings? Absolutely! You can see the option in one of your screenshots above, just above the greeting

 

[lancerichards]

Great info @NicholasP_3CX
Thanks for the detailed response

Best,
Lance