Voicemail Settings

Voicemail is a feature that records and stores voice messages from callers when an agent is unavailable, enabling agents to respond to these messages at their convenience.

In Tegsoft, there are three distinct methods to set up voicemail:

1.Voicemail Setup for Agent Extensions Using Feature Codes
Agents use feature codes to specify when calls should be directed to voicemail. They can access and listen to their messages directly.

2.Voicemail Setup for Agent Extensions Using IVR
Supervisors configure voicemail via the IVR system for agents who are unavailable or busy. Agents can access and listen to their messages directly.

3.Voicemail Setup for Voice Skills (Queue) Using IVR
Supervisors configure voicemail at the queue level via the IVR system.If the call is not answered within the maximum wait time in the queue, the customer is directed to voicemail, and the voicemail recording is sent to the predefined email.

This document provides a comprehensive overview of all configuration methods.

Setting Up Voicemail for Agent Extensions Using Feature Codes

Step 1:Language Preferences

If no custom audio file is uploaded, callers will hear the default audio files embedded in the system. The language of these audio files can be modified through Infrastructure Management > Server Settings > Language.



Step 2:Feature Code Activation

Under Infrastructure Management > Server Settings > Feature Codes, feature codes can be found. Each one activates or deactivates a different feature when dialed. The details can be found below.

*25: Calls are directly forwarded to voicemail.

*26: If the agent is in "Busy" status, calls are forwarded to voicemail.

*27: When an agent cannot answer a call within the maximum wait time, the call is forwarded to voicemail.

*98: Dialing this feature code allows users to access their voicemail. Upon dialing, a prompt will play (e.g., "You have 1 new voicemail. Press 2 to listen.") to listen messages.

These feature codes (*25, *26, *27, *98) are the default settings but can be customized if needed. To deactivate any of these features, simply dial the same code again.

After completing these steps, the voicemail feature is configured according to the specified rules and preferences.

Setting Up Voicemail for Agent Extensions Using IVR

In addition to enabling voicemail through feature codes (*25, *26, *27, *98), you can set up voicemail for agent extensions using a Basic IVR.

Step 1:Language Preferences

If no custom audio file is uploaded, callers will hear the default audio files embedded in the system. The language of these audio files can be modified through Management > IVR > Details > Language.

Step 2: Build a Basic IVR

Step 3: Set Timeout, Invalid Destinations, and Agent Extension

Select Voice Mail as the target for both Timeout Destination and Invalid Destination, and on the right side of the IVR setup, enter the agent's extension to link it to the voicemail.

Voice Mail (NoMSG):This feature disables the default embedded voice message provided by the system. It allows users to rely solely on their own uploaded audio file for a fully customized announcement.
Voice Mail (Instructions): Similar to the *25 code. This feature redirects callers to the voicemail system. Customers are guided through the process of leaving a voice message with instructions.
Voice Mail (Busy):Similar to the *26 code. If the agent is in a "Busy" status, incoming calls are automatically forwarded to voicemail.
Voice Mail (Unreachable): Similar to the *27 code. If the agent does not answer within the predefined maximum wait time, the call is redirected to voicemail.
Voice Mail (Listening & Administration): Similar to the *98 code. This internal feature allows agents to listen to voicemail messages left for them, ensuring effective follow-up and message handling.

Step 4: Save the Changes

Save your configuration to complete the setup.

After completing these steps, the voicemail feature is configured according to the specified rules and preferences.

Setting Up Voicemail for Voice Skills (Queue)Using IVR

Step 1:Language Preferences

If no custom audio file is uploaded, callers will hear the default audio files embedded in the system. The language of these audio files can be modified through Management > IVR > Details > Language.

Step 2: Prepare an Announcement

Please record a professional and high-quality announcement in .wav format. Ensure the file meets the required specifications: 8 kHz sample rate, 16-bit PCM, and MONO audio format for playback. The announcement should guide callers on leaving a voicemail, such as: "Please leave your message after the tone." Maintain clarity and professionalism throughout the recording.

In the Manage Announce Files section, you can organize and manage these recordings. The Result section provides three options in order:

1. Upload the announcement file.
2. Download the existing file.
3. Play the announcement to preview it.
   

Step 3: Configure an Email Provider

Configure an email provider to handle the delivery of voicemail messages effectively. This step is essential for forwarding recorded messages to the supervisors.

Step 4: Create an Email Template

Create a generic email template with placeholders for relevant parameters such as the caller's details, recipient information, the date and time of the call, and other relevant information. This ensures that each voicemail notification includes all necessary details.

Example:

Step 5: Build a Functional IVR

To integrate the voicemail system, start by adding the recorded announcement file to the IVR.
Next, ensure that all functional parameters and required details are specified for a proper configuration, as demonstrated in the example below.

Example Parameters:

RECORD | FILENAME={NOW}.wav | EMAIL=admin@tegsoft.com | EMAILTEMPLATE=Voicemail | EMAILPROVIDER=email_provider_id

Process Overview:

When a voicemail is recorded:

• The system saves the recording as {NOW}.wav.
• It sends the recording to the specified email address (e.g., admin@tegsoft.com).
• It uses the defined email template (e.g., Voicemail) to maintain consistent formatting.
• The configured email provider ensures the message is delivered reliably.

Step 6: Configure the Queue Settings

Go to the Management > Voice Skills (Queue), set the Maximum Wait Time as needed, and choose the Timeout Destination to send calls to the IVR when the wait time is reached.

After completing these steps, the voicemail feature is configured according to the specified rules and preferences.