17.4.1. Voicemail App

Summary

Used for: Choose who the voicemail is left for: User, Group or Number Owner
Container: Finish
Call Policy: ✔
Data Analytics Policy: ✖

Configuration Details

The Voice Mail app allows calls routed into it to record a voicemail, then assigns the message to a user or group, and offers the option to trigger emails, for notification only, or with the message attached.

Typically, this is placed in a policy for out of hours, or after all relevant users have been attempted to be reached by the policy but have timed out without a response. This is the only app within the Finish container and offers a neat way to conclude a routing policy, making sure any call to reach this stage is responded to appropriately.

Policy Type

Location

The Voice Mail app is found in the Finish container:

Configuration

The options for this app consist of Name this item and Configure this Item:

Configure This Item

Leave Voicemail For

• In the Leave voicemail for dropdown list, select which voicemail mailbox should receive the voicemail:

  • User - select this option to have the voicemail assigned to one user's voicemail mailbox. When selecting this option, a new dropdown list entitled User is made available for the user to be selected from, all of the available users from the Natterbox app being listed.

  • Group - select this option to have the voicemail assigned to a group's voicemail mailbox. When selecting this option, a new dropdown list entitled Group is made available for the group to be selected from, all of the available groups from the Natterbox app being listed.

  • Number Owner - select this option to have the voicemail assigned to the voicemail mailbox of the owner of the number that has been dialled. This is only relevant when the Voice Mail app is used in a Direct Dial In policy. This is the default option in this list.
    
    See how to access voicemails for details on how users and groups access the voicemails assigned to them. 

• Disable recording instructions - check this checkbox to not play pre-set recording instructions. If unchecked, standard organisation-wide recording instructions are played, unless a user has set up a personal greeting by accessing their voicemail mailbox through their phone which overrides the standard organisation greeting. This checkbox is most often selected if a specific policy greeting is used to replace it in the next option:

• Enable recorded greeting associated with this mailbox - check this checkbox to expand the field Additional Greeting where a greeting specific to the circumstances of the policy can be typed (Text to Speech only - to play an audio file a Speech app should be inserted in an Action container and placed before the Finish container with a Custom Sound added). This doesn’t contradict the default recording instructions in the previous option - if that is left enabled and this is also enabled, both messages are played.

Email & Mailbox Copy

This section has only one checkbox, Use custom settings (otherwise default mailbox settings will be used), which is unchecked by default. **This checkbox must be checked as there is a known issue accessing default mailbox settings**. Checking this checkbox expands two other options (Email messages and Cc voicemails), and checking those options each expands other options. Each is described below, and with all the options available, this section is displayed as follows:

• Use custom settings (otherwise default mailbox settings will be used) - check this checkbox to open options for triggering emails and copying messages to other voicemail mailboxes. If this checkbox is not checked, default voicemail mailbox settings are reverted to.

• Email messages - expands the following options:

• In the Notify by email behaviour dropdown list, select who should be notified of a new voicemail message:

• send to the default recipient list - this is one or more email addresses set by the user/group that owns the voicemail mailbox in which the voicemail has been left. This is the default in the list.
  

  There is currently a known issue with this setting. Please use one of the following options instead to select specific recipients to suit the policy.

• send to these recipients (in addition to the defaults) - opens a Recipient Email Addresses field in which to enter email addresses to receive the notification in addition to the default recipients. More than one address can be entered, each separated by a comma.

• send only to these recipients - opens a Recipient Email Addresses field in which to enter the only email addresses to receive the notification. More than one address can be entered, each separated by a comma.

There is currently a limit of 4 Email address allowed in the Recipient Email Addresses field.

• Attach a recording of the Voicemail to email - sends the voicemail as an attachment on the notifcaton email. This is the recommended way of accessing voicemails assigned to Groups. This removes the voicemail from the voicemail mailbox unles the following option is checked:

• Keep a copy of the voicemail in the mailbox - check this checkbox to keep a copy of the voicemail in the voicemail mailbox when an email is sent with the voicemail attached. If this checkbox is unchecked, the voicemail is not kept. This is useful if a voicemail needs to be accessed via dialling the voicemail mailbox or via the Natterbox app as well as via email.

• Cc voicemails - expands the following option:

  • Cc mailbox behaviour - makes a copy of the voicemail in other voicemail mailboxes, in addition to the voicemail mailbox that is selected in Leave voicemail for. The options work in the same way as the Notify by email behaviour dropdown list:

    • Cc only the default mailbox list - this is one or more voicemail mailboxes set by the user/group that owns the voicemail mailbox in which the voicemail has been left. This is the default in the list.
      

      There is currently a known issue with this setting. Please use one of the following options instead to select specific recipients to suit the policy.

    • Cc these mailboxes (in addition to the defaults) - opens a Cc mailboxes field in which to select users whose voicemail mailboxes will gain a copy of the voicemail in addition to the default recipients. When clicked on, this field displays a list of up to 10 users to choose from that can be clicked on to add them. More than one address can be entered.

    • Cc only to these mailboxes - opens a Cc mailboxes field in which to select the only users whose voicemail mailboxes will gain a copy of the voicemail. When clicked on, this field displays a list of up to 10 users to choose from that can be clicked on to add them. More than one address can be entered.

Result

When a call gets passed into this app, the high likelihood is that the caller hangs up the call after finishing recording their message. If they do not, the app automatically hangs up the call 1 minute into the recording. In addition, reaching the end of a policy automatically triggers the call being disconnected. Neither the container nor the app has any functionality to link to a new container/app.