Overview

The Voicemails module allows you to manage voicemail recordings, and create and manage leads arising from them.

What is Voicemail?

A Voicemail is a digital sound recording of a voice message left by a contact.

Where to find the Voicemails module

  1. Open the Workspace.

  2. Select Voicemails from the Management menu. 

  3.  You can now choose to: 

    • Navigate to a particular record using the page navigation controls.

    • Search for a callback(s) using Quick Search or Search Options.

    • Add a Lead by clicking the Add Lead icon in the header row.

    • Download the Voicemail by clicking the Download icon 


1. Display Voicemails

A list of voicemail records is displayed when you first open the Voicemails module. By default, the newest voicemail record is displayed first. Un-actioned voicemail records have an orange bar to the left of the row.

Each row contains the following fields:

Column

Contents

Used to select one or more voicemails. Once selected, these voicemails can be acted on, as a group, by the Action Voicemail or Add Leads action icons in the header row of the table.

Phone Number, Campaign, ID, and Duplicate Leads information

On the first line, the caller's phone number, the campaign (in brackets), and the Recording ID (also in brackets).
On the second line, if there are any duplicate records in the system, a Duplicate Leads action button is displayed, along with information on how many duplicate records have been found.

Date & Time

The date and time at which the voicemail was recorded.

DNIS

The phone number that was being called, when the voicemail was left.
If Workflow Parameter been defined for this DNIS (see Edit Voice Channel), then the values of these fields are also displayed in brackets on the second line.

Data Label

The value of the data label assigned to the voicemail by the Capture Voice workflow object.

Duration

The duration of the voicemail recording.

Actioned Date

The date and time at which the voicemail was actioned, or blank if it has not yet been actioned.

Action Column

there are two possible icons that appear when you hover the mouse pointer over a record:

Add Voicemail Lead

Click on this icon to open the Add Lead from Voicemail dialog

Download

Click on this icon to download the voicemail recording file to your desktop.

If no recording exists or has been deleted, this icon does not appear

Quick Search

To search for specific voicemails, enter the caller's number (the CLI) or the called number (DNIS) in the search phone number field at the top of the Voicemails Display and click the Search icon. 

You can use one of several number formats: e.g.

  • in London, E164 format +44 20 7379 4334 or National format 020 7379 4334

    • in Singapore, E164 format +65 6 836 4100 or National format 6 836 4100

    • in Canberra, E164 format +61 2 6216 0100 or National format 02 6216 0100.

 Search Options

This advanced search feature allows you to reduce the list of voicemails displayed by adding one or more search criteria.

  1. Click Search Options to open the advanced search options.

  2. Enter your search criteria.

  3. Click Search.

The search criteria include:

Parameter

What you should do

From Date

Enter the first date of the search range. The search is conducted on the timestamp when the voicemail was recorded.

To Date

Enter the last date of the search range. The search is conducted on the timestamp when the voicemail was recorded.

Voice Recording ID

Enter the Voice Recording ID.

Campaign

Select a campaign name. Use the Ctrl and Shift keys (Cmd+Shift keys on a Mac) for multiple selections.

Status

Select the status of the voicemails you require. You can choose to search for all voicemails, or only those that have been actioned, or only those that have not yet been actioned (only new).


2. Add a Lead from Voicemail

This module allows you to:

  • Listen to the selected voicemail. (if it is still available, otherwise a message informs you that the recording has been deleted)

  • Create a lead in a Campaign List, from the details provided by the voicemail

  • Add/edit the details of the lead before creating it

  • Delete any duplicate leads found in the system.

Lead Details

  1. From the display of Voicemails, hover over a voicemail record.

  2. Click the Add Lead icon

Below the player are a series of fields, and their values, which will define the key details of the lead that will be created. Some of these values are editable and some are read-only. In the following description, read-only fields are shown in italics:

Field

Value

Campaign

A drop-down list box allowing selection of the outbound campaign to which the lead that will be created will be added. If the Voicemail came from an inbound campaign, then this display will list only those outbound campaigns that are associated with it by wrap codes. However, there is also a "More..." menu option to display all outbound campaigns.

Lead List

A drop-down list box allowing selection of the lead list to which the lead that will be created will be added.

DNIS

The phone number that was called when the voicemail was left.

Date & Time

The date and time (in your own time zone) when the voicemail was left.

Region

The timezone region of the lead that will be created.

Time Zone

The timezone of the lead that will be created. This will default to the default time zone configured in the selected Outbound Campaign's Contact Call Time Window (or the Organisation timezone, if no campaign has been selected).

Customer Key

The value of the customer_key field to be stored in the lead. This may subsequently be used to make updates to the lead.

Phone 1

The first of, potentially, three phone number fields. Phone 1 is always used to hold the CLI (i.e. caller phone number) registered when the Voicemail was recorded, if it was available. It can be stored in either the original format, or in the standardised international format, and you can select which one to use using the drop-down control in the field.

Phone 2

The second of, potentially, three phone number fields.

Phone 3

The third of, potentially, three phone number fields.

Custom Fields

A series of user-defined custom campaign fields, which will vary depending on the configuration of the selected campaign.

Duplicate Leads List

Below the Lead Details section is a separate section of the dialog entitled Duplicate Leads. This contains a table of any leads that have already been stored in the system against the same CLI as the current voicemail. The purpose of this list is to allow you to identify if this voicemail is a repeat of an earlier voicemail, for which a lead has already been created.

At the top of the Duplicate Leads section is a search field, and search icon. The field is populated, by default, with the CLI of the voicemail, in the format it was received by the system. And this is the search term used for generating the table below. However, the alternative standardised international format of the CLI can be selected using the drop-down, and the table re-generated using the search action icon.

The list of duplicate leads that follows contains the following columns:

Column

Contents

Selection Checkbox

Used to select one or more of the displayed Leads.
Once selected, these Leads can be deleted, as a group, by clicking the Delete icon in the table header.

Lead Id

A numeric identifier for the lead. This can be used to search for the Lead in Lead Management.

CLI

The phone number(s), in international format, of the lead.
This could be any one or more of Phone 1, Phone 2 or Phone 3.

Campaign

The campaign in which the lead has been created.

List Name

The list in which the lead has been created.

Added Date & Time

The date and time when the lead was added to the list.

Wrap Code

The wrap code of the last interaction with the lead.

When Add Lead is clicked, a new lead is created with the details provided, the voicemail is flagged as Actioned, and the user is returned to the Voicemails display.

You can click Delete Voicemail, to remove the sound recording. Enter a reason for the deletion before confirming the deletion process.