ACD Voicemail

Created:

Jan 30, 2020

Updated:

June 22, 2020

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Overview

ACD Voicemail is a feature that can be used for when a customer calls into a queue and if no agent is available to answer the call or if it is after hours, the customer can leave a message that will be placed in the queue for the next available agent that is logged into that queue. The agent can then listen to the message and has the ability to call them back.

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Configuring ACD Voicemail

ACD Voicemails is a function that is called directly in the workflow by using the Execute Function action box.
To use the ACD Voicemail function correctly, the following setting should be configured in the workflow that will use ACD Voicemail.
In the Begin State add a Save Variable action box as one of the first actions in the Begin State with the following parameters:
Set the Variable Name to: messageRecorded
Set the Expression to 0
In the End State add an ACD Voicemail action box before the Terminate action box
Set the condition type to And
Set the expression to workitem.data.messageRecorded
Set sign set to ==
Set value to 1
An Execute Function action box will need to be placed in the workflow at the point where the customer will be directed to leave the voicemail with the following parameters:
Set the Function identifier to ACD Voicemail
NOTE: If a condition is set in this action box, the system will only prompt the caller to leave a voicemail if the condition is true.
Set the Workflow Option: Final State Customer Hangup to point to End State
This will allow the system to call the End State if the customer hangs up after recording the voicemail.

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