Turn a voicemail into a call-back
Read new voicemail and queue the caller for a call-back.
Where to find it
Calls › Inbound ops › Voicemail
Open this screen
Steps
- Open Calls › Inbound ops. Voicemail appears when there is new voicemail.
- Read who called, the queue, when they left it, and the transcript.
- Press To callback to add the caller to Callbacks.
Troubleshooting
A voicemail says not transcribed.
There is no transcript for it; the recording is still kept.
Tips
- Callers leave a message when a queue is closed and set to Take a message, or when nobody answers.
Related how-tos
- Inbound ops Run the inbound desk day to day: call-backs, queue pausing and draining, voicemail, holidays and emergency closures.
- Work the call-back list Take a waiting call-back, call the customer and record whether you reached them.
- Set a queue's hours, closed message and holiday calendar Set when a queue is open, what happens when it is closed, and which holiday calendar closes it.