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)
To listen to a message on the phone (new or played)
To reassign the voicemail
|Published 5/4/2012||Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.|