Overview
Access your personal and group voicemail to listen to messages, adjust settings, and stay on top of missed calls. In this initial release, there is no visual voicemail in the product, but you can reach your voicemail by dialing your voicemail inbox.
Who uses this feature
Customer service representatives (CSRs)
Applies to all business types
Feature configuration
This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager to request a network.
Things to know
Your personal voicemails need to be first enabled by an administrator. Reach out to an administrator in your team to enable personal voicemails for your account. For more, see Configure voicemail settings in Contact Center Pro.
Admins do not set personal greetings or PINs for the agents. The Personal Voicemail comes with a default greeting and PIN, but agents can customize them at any time. Changes made to the PIN through the phone will update the voicemail settings automatically.
If your team has enabled email notifications for new voicemails in your group or personal inbox, you'll receive an email when you get a voicemail. You can then check your voicemails.
Voicemails overview
Voicemails ensure important messages are captured when calls go unanswered, helping you stay responsive and organized. You can configure your settings in a way that the callers can leave a voicemail, allowing you to listen to their message before calling them back.
Two distinct voicemail configuration options are available in Contact Center Pro:
Personal Voicemail: Assigned to individual users for private message retrieval, ensuring direct and efficient communication. Enabled in User Management and configured by the agents, it applies only to an agent's personal calls to their Personal Line number.
Group Voicemail: Integrated into Routing Workflows, enabling multiple users to access and respond to messages. This improves responsiveness for business calls and ensures timely follow-ups.
Note: Group voicemails are configured by administrators. Contact an Admin user if you have any questions.
Access your personal voicemail box
Dial your Personal Line number, enter your PIN, and access your voicemails quickly and efficiently.
Go to the Contact Center Pro screen and click Make a Call.
In the Make a Call screen that opens, select the Employees tab.
Select your employee account and click Call.
After calling your Personal Line number, enter your PIN and follow the voice prompts to manage your voicemail.
Access your group voicemail box
Enter the special code for group voicemails (*97), the Mailbox number, and the PIN to access the group voicemail boxes you're assigned to.
Go to the Contact Center Pro screen and click Make a Call.
In the Make a Call screen that opens, select the Keypad tab.
Enter *97 and the Mailbox number of the group voicemail you're trying to access in the appropriate field.
Note: To get your Mailbox number, reach out to an account administrator.
Click Call to access the group voicemail box.
When prompted, open the Keypad on your call bar.
Enter your PIN, followed by #.
The system notifies you of any new messages. Follow the voice prompts to manage your group voicemail.