Manage voicemail callbacks with Voicemail Follow Ups
Voicemail Follow Ups gives your team a centralized place in Contact Center Pro to track, assign, and act on every voicemail, so callbacks don't get missed.
Available inProMax
Feature type
Enhancement
Industry
All business types
Roles
AdministratorsCSRs
Region
United States, Canada.
What's changing
Before, agents had to call into a voicemail inbox by phone to check for messages, which made it slow to prioritize callbacks, and callbacks were often missed. Now, voicemails from personal and group inboxes appear automatically under Urgent Follow Ups > Voicemails, with a status, an assignee, and playback, so every message gets a response and your team keeps long-term access to recordings even after the original voicemail is deleted from the phone system. Note: this does not yet include a transcript of the message.
Workflow comparison — before & after
← Before
✓ After
1.A caller leaves a voicemail in a personal or group inbox.
1.A caller leaves a voicemail in a personal or group inbox.
2.An agent dials into the voicemail inbox by phone to check for new messages.
2.The voicemail appears automatically under Urgent Follow Ups > Voicemails with a status of New.
3.The agent enters a personal identification number (PIN) to listen to each message one at a time.
3.An agent assigns the voicemail to themselves or a teammate.
4.The agent writes down or remembers who to call back.
4.The agent plays the recording in CCPro and returns the call, then updates the status.
⚠ Callbacks are slow, often missed, and hard to track across a team.
✓ Every voicemail is tracked, assigned, and stored long-term, so callbacks happen faster and nothing falls through the cracks.
Resources
How to prepare
01
This feature ships with two new permissions, both defaulted to off. Confirm which roles should have them turned on before rollout: Edit Voicemail Follow Ups (lets someone view and act on voicemail follow-ups assigned to them) and Assign Follow Ups to Others (lets someone assign or unassign a voicemail for themselves or others). Confirm which roles should have these turned on before rollout.
02
Confirm your team's group voicemail inboxes are already set up in Routing Workflows, then assign employees to the inboxes they need to monitor under User Management > Assign Voicemail Inbox. This step isn't needed for personal voicemails, which auto-assign to their owner.
03
Identify who on your team should be assigned voicemail follow-ups by default, and align on how quickly follow-ups should move from New to Resolved.
04
Train CSRs and dispatchers on the new Voicemails table under Urgent Follow Ups, including the Open, Cold, and Done tabs.
05
Bookmark any knowledge base articles or Academy videos for team training.