The flow records a voicemail, for example outside business hours. If the contact center is to handle it, myContactCenter delivers it to an agent — as a call to their phone. So you listen to the message on your headset or phone and control playback in the Media player.
You receive voicemails if you are qualified for Voice recording in a skill. Only then do you see the Media player.
Accepting a voicemail
Your phone rings, and the notification window shows Voicemail. The phone shows the name and phone number of the skill, the Agent’s status bar the caller’s phone number and name. Accept it as you would a call — or let the Agent accept it by itself with Force feed conversations.
If you reject the voicemail or do not accept it in time, it goes to another agent. If the caller was previously connected to an agent, that agent receives the voicemail first, provided they are available.
As long as you are listening to a voicemail, you do not receive any calls. Holding, transferring and dialing are not possible then.
Listening in the Media player
As soon as you have accepted, the Media player plays the message from the beginning. The sound comes through the phone connection.
| Button | Effect |
|---|---|
| To begin | Jumps to the beginning. |
| Back: 10s | Jumps back ten seconds. |
| Play / Pause | Resumes or pauses playback. |
| Forward: 10s | Jumps forward ten seconds. |
| To end | Jumps to the end. |
The slider below shows the elapsed time on the left and the remaining time on the right; drag it to the position you want. Red triangles mark places where parts of a recording were joined together. At the end, playback jumps back to the beginning; the connection remains until you end it.
Processing
| Button | Effect |
|---|---|
| Mark as processed | Marks the voicemail as done, stops playback and hangs up. Your wrap-up then begins. |
| Reject | Hangs up without completing the voicemail. It goes back to the queue. |
If you simply hang up, this has the same effect as Reject. A processed voicemail stays processed; myContactCenter offers an unprocessed one again after about fifteen minutes at the latest.
Voicemails are not classified and cannot be passed on to colleagues.
Listening later
You find voicemails and recordings in the Tickets module. For this, the search offers Unprocessed voicemails, Voicemails — that is, all of them — and Recordings.
- Double-clicking the icon in the Record column plays the recording, in the Voicemail column the voicemail. myContactCenter calls you for this; with Accept manual calls automatically, the Agent accepts this Playback Call by itself. You then control playback in the Media player and end it with Terminate or, for an unprocessed voicemail, with Reject or Mark as processed. Reject leaves the voicemail unprocessed.
- A recording of a threatening call is marked with a red icon.
You can only play something as long as you are not handling any other conversation — not even an email or a chat; otherwise nothing happens when you double-click. Only one playback runs at a time, and during it you do not receive any calls.
Saving as a file
Double-clicking in the Save Audio column saves the recording or the voicemail as an MP3 or WAV file. If there are both for a call, the Agent asks which file you want. When the file is there, it reports Audio file received with links for playing it and for opening the folder. You can only request the same file every five minutes, and only while you are not handling a conversation.