When customers call in, they will always be greeted by a pre-recorded welcome message in the IVR (Interactive Voice Response) flow.
If customers call in outside of your predefined business hours, or if there are no available agents after a few rings, customers will be offered the option to press 2 to leave a voicemail (in addition to the option to press 1 to request a callback).
The customer will be prompted to leave a voicemail message after pressing 2. A task will be created for the voicemail after the customer has finished their message and hung up.
Once agents are online they can accept the voicemail task. Accepting the voicemail task will not dial out to the customer. Agents are able to listen to and view a transcript of the recording in the Activity Feed. After listening to the voicemail, agents are able to decide the best course of action before completing the task.
|Agent view of a Voicemail task