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Handling Voicemail Messages

Voicemail messages can be either personal or ACD messages. ACD messages are voicemails left for your company call center. Those voicemail messages are routed according to the call flow set up by your administrator and are assigned to agents based on their skill and availability.

You can reassign a voicemail message to another agent, supervisor, or a skill group. When you reassign a voicemail, it goes through the routing again, according to the workflow your administrator set up. Reassigned voicemails are no longer owned by you.

When a voicemail message is in your queue, the Inbound Voicemail alert flashes in the Communication Tools section in the Action bar for a few seconds. The record also appears at the top of your Inbox on the Communications Homepage, within the Voicemail subtab.

You can determine for what timeframe the Communication Homepage Inbox displays current and completed voicemails in your personal profile. For more information, see Updating Your Personal Details.

You can play a voicemail message at any time, and playing the message does not affect your availability to answer calls. However, your availability is affected if you choose to listen to the voicemail using the phone.

NOTE: Voicemail messages cannot be deleted.

To listen to a message (new or played)

  1. In the Inbox, click the Subject link for the voicemail message.
  2. On the Voicemail page, click the Listen to Vmail button.

    This plays the voicemail through the local media player.

    TIP: If you have problems listening to recorded messages, change the default media player on your machine.

To listen to a message on the phone (new or played)

  1. In the Inbox, click the Subject link for the voicemail message.
  2. On the Voicemail page, click the Listen to Vmail on Phone button.

    The agent's phone rings and plays the voicemail through the phone.

To reassign the voicemail

  1. On the Voicemail page, click Reassign.
  2. Click Agent or Group in the window that appears.
  3. In the Transfer window, select a group or agent.

    If you click Agent, a dialog box opens with a list of all the agents and their respective statuses. The following list describes the statuses of the agents:

    • Available. The agent has the status of Available in the Communication Tools bar.
    • On Break. The agent has the status of Unavailable in the Communication Tools bar.
    • Busy. The agent is working on another interaction and is unavailable.
    • Logout. The agent is not logged in to the Communication Server. This information does not relate to the agent's status in Oracle CRM On Demand.
    • ACD Email. The agent is currently processing an email.
    • Wrap Up. The agent is currently processing a Wrap Up form.
  4. Click Transfer.


Published 5/4/2012 Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.