Overview
The Contact Center Pro Voicemails tab provides a centralized inbox for all voicemail messages left across your voicemail boxes. It enables Customer Service Representatives (CSRs) and managers to review recordings, assign follow-ups to team members, and track each voicemail through to resolution—ensuring potential leads and customer inquiries are never missed.
Note: This article covers viewing and acting on voicemails visually from the Voicemails tab under Urgent Follow Ups. You can also reach the same voicemails by phone—see in Access your voicemails by phone in Contact Center Pro. These are two ways to work with the same voicemail messages.
Who uses this feature
Customer Service Representatives (CSRs), administrators, and managers
Applies to all business types
Applies to all trades
Feature configuration
This feature is currently in Private Preview and is subject to change.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.
The Action Voicemail permission is required to view and act on voicemail follow-ups assigned to you. The Assign Voicemail permission is required to assign or unassign voicemails for yourself and others. Both permissions are off by default—contact the account administrator on your team to have them enabled.
Things to know
As a CSR, you can only view voicemails from the group voicemail boxes you are assigned to in User Management, plus your own personal voicemail. To change which voicemail boxes a user can access, an administrator can update the user's voicemail assignments in User Management.
Voicemail transcripts are not yet available. Recordings can be played back directly in the Voicemail Details flyout.
Follow-up status and your phone inbox stay in sync. The status you set in the Voicemails table affects your phone voicemail inbox, and vice versa. When you mark a voicemail Resolved in follow-ups, it is deleted from your phone voicemail inbox; resolving or deleting it by phone updates the follow-up as well.
Resolve or delete voicemails to keep your phone inbox from filling up. Your phone voicemail inbox holds a maximum of 100 messages. Only marking a voicemail Resolved (or deleting it by phone) removes it from that inbox. Marking a voicemail Contact Attempted or Follow-up Needed marks it as read but does not remove it—it still counts toward the 100-message limit. If the inbox reaches 100 messages, callers will no longer be able to leave a voicemail, so resolve or delete messages once you have finished acting on them.
The follow-up is a permanent record of the voicemail. Resolving a follow-up, or deleting the message from your phone inbox, does not delete the follow-up itself. The follow-up remains in the Voicemails tab as a record of the voicemail's history.
Voicemails overview
The Voicemails tab displays voicemail messages from all of your assigned voicemail boxes. You can assign each voicemail to an employee to follow up with potential leads.
Access the Voicemails screen
Go to Contact Center Pro.
In the side panel, select Urgent Follow Ups > Voicemails.
The Voicemails screen opens, organized into three tabs:
Open: Contains all new voicemails that have not yet been marked as Resolved or Dismissed.
Cold: Contains voicemails that remain unreviewed for 7 days. This keeps the Open tab focused on recent items. Cold voicemails can be revisited, followed up on, or dismissed as needed.
Done: Stores all voicemails marked as Resolved or Dismissed.
Filter Voicemails
Click Filter next to a column header to narrow down the displayed results. You can refine voicemail details using the following filters:
Status: The current follow-up stage of the voicemail, including New, Contact Attempted, Follow-up Needed, and Resolved.
Date: The date and time the voicemail was received.
Account: Identifies the tenant account associated with the voicemail.
Customer: Displays the customer's name, if available; otherwise, shows the phone number used to place the call.
Voicemail Name: The name of the voicemail box the message was left in.
Campaign: Shows the marketing campaign number the customer used to place the call.
Assigned To: Indicates which team member the voicemail has been assigned to for follow-up.
Tip: For optimal results, start by filtering for a single Account. Certain filters require selecting a single account before they can be applied.
Manage Voicemail Details
After applying your filters, hover over the desired voicemail and click View to open the Voicemail Details flyout.
In the Voicemail Details flyout, you can find the following information:
Overview
Status: Indicates the current follow-up stage of the voicemail. To change the status, click Edit, then select one of these options and confirm your action:
New
Contact Attempted
Follow-up Needed
Resolved
Date: The date and time the voicemail was received.
Voicemail Box: The name of the voicemail box the message was left in.
Campaign: Identifies the marketing campaign associated with the tracking number the customer used to place the call.
Assigned To: The team member assigned to follow up on this voicemail. If unassigned, displays Unassigned.
Voicemail Call ID: A unique identifier for the voicemail call record.
Customer
Phone Number: The number the customer called from. Click the number to place an outbound call and follow up with the customer.
Account: The name of the company (tenant) the customer reached out to. Click to open your Enterprise Hub network in a new tab.
Recording
Expand the Recording section to play back the voicemail audio. Click the play button in the row or within the flyout to begin playback.
Note: Displayed information depends on call data and may differ by voicemail. For example, if the customer account is unknown, only the phone number and the tenant account name appear.
Update Voicemail Status
You can update the status of a voicemail to track where it is in the follow-up process.
Go to your Contact Center Pro account.
In the side panel, select Urgent Follow Ups > Voicemails.
Locate the voicemail and click View.
In the Voicemail Details flyout, click the Status field to open the dropdown, then select one of the following options:
New: The voicemail has not yet been reviewed or acted on.
Contact Attempted: A follow-up call or outreach has been initiated.
Follow-up Needed: The voicemail requires additional follow-up.
Resolved: The voicemail has been fully addressed.
Click the blue checkmark to confirm, or X to cancel.
Note: Marking a voicemail Resolved also removes it from your phone voicemail inbox. Contact Attempted and Follow-up Needed mark the message as read but keep it in your phone inbox, where it continues to count toward the 100-message limit. The follow-up record remains in the Voicemails tab regardless of status.
Dismiss a Voicemail
You can dismiss a voicemail if you determine it does not require further follow-up.
In the Voicemail Details flyout, check the voicemail details.
Click Dismiss if no follow-up is needed.