Leave Voicemail

This block records voicemail. It replaces the deprecated Record Voicemail block.

Properties	Values	Description
Max Time	Seconds (integer)	Maximum length of recording. If left blank, the default is 300 seconds.
Termination Digits	0-9 # and *	Enter digit(s), # or . These value(s) can be used by the caller to terminate this command. For example, to allow any touch tone to be a termination digit, set this to 1234567890#
Clear Digits	Yes or No	Clear the digit buffer of any digits entered prior to recording. The default is No.
Beep Type	None	Type of beep to play at start of recording time, or none. If left blank, the default is 0 (None).
Beep Type	Short, Normal, or Long	The filenames that correspond to the various beep lengths are: beep_short.wav beep.wav (default) beep_long.wav
Line	Inbound	The function is applied to the outbound call (to where the call is transferred).
Line	Outbound	The function is applied to the Email address of the sender.
Store to DB	Yes or No	Determines if stored in recording database. Note If you select Yes, you must also set the mandatory From and Recipient email addresses otherwise the voicemail is not stored in the database.
Store Voicemail	Folder or full file path	The folder is the valid directory path that holds the voicemail for review before sending. The folder can be empty, in which case the voicemail is not saved to a file. If a folder is specified but not the filename, the filename is assigned automatically by the system. All recorded files are in MP4 format. Note Only the MP4 file is saved, not the call information file.
ACD Voicemail	String	Name of the tenant's voicemail folder. If left blank, the tenant's default voicemail folder is used (default). Interaction will ring at an agent as an ACD voicemail. If set to none and Recipient or CC properties match the rules for ACD voicemail, ACD voicemail is created with SMTP services only. If left blank or has a value other than none, ACD voicemail is created without SMTP services. Note See Examples below.
Segregation Group Id	Integer	Group ID used to filter voicemail items in Supervisor Message View. Left blank by default.
From	String	When sending ACD voicemail over SMTP or when sending voicemail as an email with an attachment, specify the email address of the sender.
Recipients	String	Email addresses of recipients to which the voicemail will be sent over SMTP. Multiple email addresses can be delimited by a semi-colon (;). If a recipient email address starts with voicemail, an ACD voicemail interaction is created and rings at an agent as a voicemail. If a recipient email address matches one of the tenant’s email folders, an ACD email interaction is created and rings at an agent as an incoming email. Left blank by default. Note See Examples below.
CC	String	Email addresses of recipients that will receive a carbon copy of the voicemail being sent over SMTP. For additional rules, see the Recipients property. Note See Examples below.
Subject	String	When sending voicemail as an email with an attachment, specify the email subject.
Body	String	When sending voicemail as an email with an attachment, specify the email body text.

Examples

The following table provides some examples of values for the ACD Voicemail and Recipients/CC properties and the expected behavior.

In this example, the email addresses are:

[email protected] — the email address of a tenant’s CCaaS folder defined in CCaaS Admin
[email protected] — the email address of a tenant’s folder for incoming voicemail only
[email protected] — the email address of a recipient external to CCaaS

The expected behavior types shown in the table are:

ACD voicemail is created without using SMTP services.
ACD voicemail is created using SMTP services and rings at an agent as an ACD voicemail interaction.
ACD email and a recording attachment are created using SMTP services and ring at an agent as an ACD email interaction.
Regular email and a recording attachment are created and sent to an external recipient using SMTP services.

Note

As you can see in the table, ACD Voicemail is disabled when:

ACD Voicemail = none AND Recipient is empty AND CC is empty
ACD Voicemail = none AND Recipient/CC fields specify the email address of a tenant folder or the email address of a recipient external to CCaaS

ACD Voicemail parameter	Recipient/CC parameter	Expected behavior
Left blank or set to voicemail		1
Left blank or set to voicemail	[email protected]	1, 3
Left blank or set to voicemail	[email protected]	1, 2
Left blank or set to voicemail	[email protected]	1, 4
Left blank or set to voicemail	[email protected]; [email protected]; [email protected]	1, 2, 3, 4
Set to none	[email protected]	3
Set to none	[email protected]	2
Set to none	[email protected]	4
Set to none	[email protected]; [email protected]; [email protected]	2, 3, 4