Configuring voicemail options

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<p id="docs-hc-snippet" style="display: none;">When you can't answer calls, there's built-in voicemail. When customers leave a voicemail, a ticket is created with the voicemail attached. Additionally, you can optionally transcribe the voicemail right into the ticket.</p>
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<p class="p">When you can't answer calls, there's built-in voicemail. When customers leave a voicemail, a
ticket is created with the voicemail attached. Additionally, you can optionally transcribe the
voicemail right into the ticket.</p>
<p class="p">Customers can leave a voicemail of up to two minutes in length.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="id_4408831899930__ul_iqj_3qj_qfb">
<li class="li"><a class="xref" href="#topic_ixh_ssh_g3c">Considerations for voicemail</a></li>
<li class="li"><a class="xref" href="#topic_dcg_qyv_52b">Configuring voicemail settings</a></li>
<li class="li"><a class="xref" href="#topic_ckc_yy1_k1b">Managing greetings when voicemail is off</a></li>
<li class="li"><a class="xref" href="#topic_upq_ztb_k1b">Managing voicemail settings with business hours applied</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ixh_ssh_g3c">
<h2 class="title topictitle2" id="ariaid-title2">Considerations for voicemail</h2>
<div class="body">
<p class="p">If you don’t actively monitor voicemail on a line, consider turning voicemail off to
prevent customers from leaving messages that won’t be reviewed. If you disable voicemail,
make sure your greeting doesn’t instruct callers to leave a message. See <a class="xref" href="#topic_ckc_yy1_k1b">Managing greetings when voicemail is
off</a>.</p>
<p class="p">For example, lines used primarily for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836235162" target="_blank">outbound calls</a> are often not monitored for voicemail. For those
lines, turning voicemail off helps avoid unattended messages.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_dcg_qyv_52b">
<h2 class="title topictitle2" id="ariaid-title3">Configuring voicemail settings</h2>
<div class="body">
<div class="p">
<ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_dcg_qyv_52b__d8e943" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">Select the <strong class="ph b">Lines</strong> tab.</li>
<li class="li">Click the line you want to edit voicemail settings for, then select the
<strong class="ph b">Voicemail</strong> tab. </li>
<li class="li">Configure the settings you need from the following table:
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_dcg_qyv_52b__table_tsh_vy5_j1b" rules="all" summary="">
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e133" style="vertical-align:top;">Setting</th>
<th class="entry cellrowborder" id="d52e136" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e133" style="vertical-align:top;"><strong class="ph b">Voicemail</strong></td>
<td class="entry cellrowborder" headers="d52e136" style="vertical-align:top;">Turn voicemail on or off. By default, voicemail is on. For details, see
<a class="xref" href="#topic_ckc_yy1_k1b">Managing greetings when voicemail is off</a> below.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e133" style="vertical-align:top;"><strong class="ph b">Greeting (voicemail on)</strong></td>
<td class="entry cellrowborder" headers="d52e136" style="vertical-align:top;">Select the greeting that customers hear when voicemail is on. This option
is shown only when voicemail is on.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e133" style="vertical-align:top;"><strong class="ph b">Greeting (voicemail off)</strong></td>
<td class="entry cellrowborder" headers="d52e136" style="vertical-align:top;">Select the greeting that customers hear when voicemail is off. This
option is shown only when voicemail is off. For details, see <a class="xref" href="#topic_ckc_yy1_k1b">Managing greetings when voicemail is off</a> below. <p class="p">If voicemail is off,
make sure to use a greeting that doesn't instruct customers to leave a
message. For details on creating greetings, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821594650#topic_eft_dgd_yt" target="_blank">Creating a custom
greeting.</a></p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e133" style="vertical-align:top;"><strong class="ph b">Transcribe voicemails?</strong></td>
<td class="entry cellrowborder" headers="d52e136" style="vertical-align:top;">Convert voice messages to text and add them to the ticket conversation.
The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01K1KAQNCFD5526GMKHJCBAMTK" target="_blank">language support</a> for voice messages
and call recordings is the same.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e133" style="vertical-align:top;"><strong class="ph b">Delete voicemails</strong></td>
<td class="entry cellrowborder" headers="d52e136" style="vertical-align:top;">Automatically delete voicemails after the selected amount of time or
select <strong class="ph b">Never</strong> to always keep voicemails.<p class="p">Although voicemails get
deleted from a ticket, any associated transcriptions aren't
deleted.</p>
</td>
</tr>
</tbody>
</table>
</div>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ckc_yy1_k1b">
<h2 class="title topictitle2" id="ariaid-title4">Managing greetings when voicemail is off</h2>
<div class="body">
<p class="p">When you disable voicemail for a number, customers won't have the option of leaving a
message. Accordingly, greetings that usually prompt customers to leave a message need to
change when voicemail is off. </p>
<p class="p"><img class="image img-screenshot" id="topic_ckc_yy1_k1b__image_ax3_zwv_52b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_settings_vm_off.png" width="400"></p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_wdx_t5b_k1b">
<h3 class="title topictitle3" id="ariaid-title5">Available agents greeting</h3>
<div class="body">
<p class="p">The default Available agents greeting, which is located in the Settings tab of each number, prompts
customers to press 1 to leave a message. When you disable voicemail for a number, Zendesk
automatically updates the Available agents greeting for when voicemail is off to a version
without the prompt for customers to leave a message (the voicemail off greeting). </p>
<p class="p">If you disable voicemail for a number, the voicemail off greeting is played when callers
connect. If the caller presses 1 while this message is being played, the message will
restart.</p>
<p class="p">The Available agents greeting only applies to group routing. If you have IVR on, the
available agents greeting won't be played. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885952922" target="_blank">Routing incoming calls to groups of agents</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885628698" target="_blank">Routing incoming calls with IVR</a>. </p>
<div class="note note">
<span class="notetitle">Note:</span> This behavior applies to newly-added numbers only. For numbers added prior to the
availability of voicemail disabling: When voicemail is disabled for the first time, the
Available agents greeting is replaced with the Available agents greeting you have set for
voicemail on. Make sure you change your greeting to a version that doesn't prompt
customers to leave a message.</div>
<p class="p">If you want to change the Available agents greeting to a custom version without the
prompt for customers to leave a message, you can create your own version (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821594650" target="_blank">Managing outgoing greetings</a>) and then manually change it
yourself following the steps below.</p>
<p class="p"><strong class="ph b">To manually change the Available agents greeting for a number to a custom
version</strong></p>
<ol class="ol" id="topic_wdx_t5b_k1b__ol_fwc_m12_n1b">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_wdx_t5b_k1b__d8e943" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">Select the <strong class="ph b">Lines</strong> tab.</li>
<li class="li">Click on the line you've disabled voicemail for that you want to edit.</li>
<li class="li">In the <strong class="ph b">Settings</strong> tab, select your customized version in the <strong class="ph b">Available agents
greeting (voicemail off)</strong> field.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_upq_ztb_k1b">
<h2 class="title topictitle2" id="ariaid-title6">Managing voicemail settings with business hours applied</h2>
<div class="body">
<div class="p">When you apply one or more schedules to call routing, you'll see multiple versions of the
following settings:<ul class="ul" id="topic_upq_ztb_k1b__ul_btm_dzd_n1b">
<li class="li">Voicemail</li>
<li class="li">Greeting (voicemail on)</li>
<li class="li">Greeting (voicemail off)</li>
</ul>
</div>
<img class="image img-screenshot" id="topic_upq_ztb_k1b__image_o5g_twv_52b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_vm_business_hours.png" width="400">
<p class="p">For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845919002" target="_blank">Routing calls based on business hours</a>. </p>
</div>
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