What this is for
When no agent is available, callers can leave a message. You define when a voicemail is recorded in the process designer.
myContactCenter assigns the message to an agent by skill and availability. It remains visible as an open case until it is resolved; the agent can call back with one click.
Whoever is away receives nothing. What is left lying becomes apparent.
The mailbox fills up. Who is responsible only becomes clear when somebody asks.
The message sits with one person as a case, with call back by click.
What the module does
Distribution
Assignment by skill and availability.
Call back
Straight from the message, with one click.
Filing
Recording and transcript go into the CRM.
Your own rules
When a message is taken is set in the process designer.
Where it sits in the flow
- ArrivalCall, chat, email, fax
- RecogniseRead request and data
- DecideSettle or hand over
- HandleAn agent takes over
- ReviewTrace and plan
Technical details
- Assignment
- By skill and presence
- Filing
- Recording and transcript in the CRM
- Deployment
- On premises or data centre
- Configuration
- Graphical process designer
Im Video erklärt
How voice messages arrive as text that can be skimmed and forwarded.
Häufige Fragen
How can callers leave a message?
Use the flow to define when recording is offered, such as outside business hours or when no agent is available. The agent can listen to the voice message, call the customer back and close the case.
