This guide explains how queued voicemails are managed in Contivio when a customer opts to leave a voicemail instead of waiting in the queue.
What Happens When a Voicemail is Left:
- Voicemail Queuing: If your contact center is unable to answer a queue call, and the customer chooses to leave a voicemail, Contivio will queue that voicemail for the next available agent in that specific queue.
- The system ensures that the voicemail is treated like any other call interaction, enabling prompt handling.
Note: Not all contact center configurations utilize queued voicemail. Many call centers elect to manage voicemail through an email inbox instead. Please check with your administrator for how your contact center handles voicemails.
How Agents Receive Queue Voicemails:
- Ready Status: Once you switch to Ready status on your softphone, you will receive a screen pop with the customer’s information and details about the voicemail, just like an incoming call.
- The voicemail offering will display on your softphone for you to accept.
Listening to Voicemail:
- Automatic Playback: Once you accept the voicemail offering, the voicemail will automatically play within your softphone.
- You can listen to the message directly from your softphone and take the appropriate action based on the customer’s request.
Clearing the Voicemail:
- After listening to the voicemail, you can clear it once you’re finished, ensuring it’s marked as addressed and no longer in the queue.