Voicemail - Your Greeting, Your Messages and Shared Voicemail

Voicemail goes to one of two places, chosen on the inbound entry point:

• your own inbox, which you play from the soft phone's Voicemail tab;
• a queue's shared voicemail box, which the team works from Interaction Center > Shared voicemail.

Record your voicemail greeting

Menu	Interaction Center > My voicemail greeting
Permission	Sign in to queues and campaigns (you also need an agent profile, which is created the first time you sign in)

1. Open Interaction Center > My voicemail greeting.
2. Click Record with microphone and speak your greeting, or Upload a file (MP3, WAV, OGG or WebM, up to 20 MB).
3. Click Preview to listen, then Save greeting.

Remove greeting goes back to the entry point's default greeting.

Listen to your voicemail

Open the soft phone and choose the Voicemail tab. A badge shows how many messages are new. Click a message to play it; tick messages and click Delete to remove them. Messages under legal hold say so and cannot be deleted.

Shared voicemail

Menu	Interaction Center > Shared voicemail (the menu shows how many are new)
Permissions	Access shared voicemail (to work the box); Manage shared voicemail (to delete and take over claims). The Supervisor role has both.

1. Open Interaction Center > Shared voicemail.
2. Filter by queue (All my queues by default) and status: Open (new and claimed), New, Claimed, Done or All.
3. Play a message, then click I'll handle this to claim it so the rest of the team knows it is yours.
4. Click Call back to dial the caller straight from your own soft phone.
5. When you are finished, click Mark done and add an optional note (up to 1000 characters).

Other actions: Return to queue releases your claim, Reopen brings back a finished message, Take over claims a message someone else is holding (manage permission), and Delete removes it (manage permission; not allowed under legal hold).

You see the queues on your own entitlement record; users with Manage the Contact Center see every queue.