After the voicemail has finished playing, you have the option to Forward, Dismiss, or Call Back. You can switch tabs while listening to a voicemail but cannot start an outbound call.
- Dismiss: Moves the voicemail to your voicemail history. Dismissed voicemails still generate a ticket in the CRM.
- Forward: Click this option to display a list of available destinations to forward the voicemail. Depending on your configuration you will see Queueor Agentoptions, which you can switch between by clicking on the tab. You will see a notification banner when the voicemail has been successfully forwarded.
- Call Back: Select this option to call the end-user back. You must wait for the voicemail to finish playing before you can make an outbound call.
Voicemail in Zendesk
Private comments will be posted when a voicemail is left, listened to, or if a callback is made through the Agent Adapter.
-
A media player lets you listen to the voicemail and information about the time, date, and the name of the queue called are included in the voicemail name.
-
Different statuses will be seen depending on how the voicemail is managed.
-
Voicemail Played: Seen if the agent listened to the voicemail in the agent widget.
-
Voicemail Dismissed: Seen if the agent listened to the voicemail in the agent widget and dismissed it without calling the customer back.
-
Called Back Customer: Seen if the agent calls the customer back through the agent adapter after listening to the call in the agent adapter
-
Voicemail in Salesforce
The voicemail will be associated with an attachmentto a new taskin Salesforce, available in the Activity Historysection. To listen to the voicemail:
-
From the case created in Salesforce, select the subject of the Task.
-
Click the Attachment file name.
-
Click View Fileto listen to the voicemail.
