Objective
Configure 8x8 Contact Center to send voicemails as .wav file attachments directly to an email address. With this setup, agents do not have to retrieve voicemails from a queue. 8x8 Contact Center can also be made to automatically remove voicemails from a queue.
Applies To
- 8x8 Contact Center
- Configuration Manager for Contact Center
- Voicemail Queues
Procedure
All voicemails left on the queue will remain until an agent has deleted it manually or the email notifcation has been set up to delete the voicemail.
- Log in to Configuration Manager for Contact Center.
- From the Configuration Menu, open Queues/Skills.
- Select Edit (pencil icon).
- Go to the Notification tab.
- Select Enabled to enable the notification.
- Specify the Email Address(es) to which voicemail attachments must be sent.
- Check Delete from queue to delete the voicemail from the voicemail queue after sending the email attachments.
- Click Save. With this step, the configuration of a voicemail queue is complete.
Additional Information
When selecting Delete from queue, the call flow will bypass the voicemail queue, and these interactions are not captured in reports. For more information, see the 8x8 Contact Center product documentation.