Configuring voicemail in Contact Center (app)

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<p id="docs-hc-snippet" style="display: none;">Voicemail in Zendesk Contact Center captures caller messages and delivers them as Zendesk tickets with audio playback and optional transcription. Settings are configured in the admin interface and applied at runtime in Amazon Connect contact flows.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Voicemail lets you turn missed calls into tickets with caller details, call metadata, audio playback, and optional transcription. You can set it up for shared queues or individual agents, assign tickets to the right group or assignee, add tags for routing and reporting, and use existing views, triggers, automations, and reporting to manage follow-up.</p>
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<p class="p">Voicemail in Zendesk Contact Center captures caller messages and delivers them as Zendesk
tickets with audio playback and optional transcription. Settings are configured in the
admin interface and applied at runtime in Amazon Connect contact flows.</p>
<p class="p">In the Contact Center application, you can configure voicemail for inbound calls to
reduce missed calls and create clear ownership when agents or queues are unavailable.
Voicemail can be configured per queue or per agent using direct inward dialing (DID) or
extension numbers. You can also control how voicemail tickets are created in Zendesk,
and optionally include transcriptions.</p>
<p class="p"><img class="image" id="configuring_voicemail_in_contact_center__image_vm_list" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_voicemail_list.png" width="600"></p>
<p class="p" dir="ltr">Admins can access voicemail settings in the Contact Center admin interface. If
you can't access the settings, then contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a> to request the activation of the
Voicemail solution on your CloudFormation stack.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="configuring_voicemail_in_contact_center__ul_vm_toc_01">
<li class="li"><a class="xref" href="#topic_understanding_voicemail_cc">Understanding voicemail in Contact Center</a></li>
<li class="li"><a class="xref" href="#topic_queue_based_voicemail">Configuring queue-based voicemail</a></li>
<li class="li"><a class="xref" href="#topic_user_based_voicemail">Configuring user-based voicemail</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_understanding_voicemail_cc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding voicemail in Contact Center</h2>
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<p class="p">There are two ways to deliver voicemail, depending on whether messages should be
worked by a shared team or by a specific agent:</p>
<ul class="ul">
<li class="li">
<strong class="ph b">Contact Center queue-based voicemail</strong>: Voicemails are delivered to a
Zendesk group associated with an Amazon Connect queue. Use this for shared
contact center queues.</li>
<li class="li">
<strong class="ph b">User-based voicemail</strong>: Voicemails are delivered to a specific agent
workflow. You’ll select the agent who owns the direct back office number (DID
owner) or extension and the agent who should be assigned the resulting ticket.
This can be the same person or different people.</li>
</ul>
<p class="p">Voicemail tickets include caller details, call metadata, an audio recording with
playback, and, (if activated) a transcription. They behave like standard Zendesk
tickets, so you can use existing views, triggers, automations, and reporting.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_queue_based_voicemail">
<h2 class="title topictitle2" id="ariaid-title3">Configuring queue-based voicemail</h2>
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<p class="p">Use a queue-based voicemail configuration when callers should leave messages for a
shared team. Voicemails are delivered to a Zendesk group associated with an Amazon
Connect queue.</p>
<div class="p">
<strong class="ph b">To configure queue-based voicemail</strong>
<ol class="ol" id="topic_queue_based_voicemail__ol_vm_queue_01">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696121449114" target="_blank">Contact Center</a>, click <strong class="ph b">Admin
Settings</strong>.</li>
<li class="li">Click the settings icon (<img class="image" id="topic_queue_based_voicemail__image_vm_cogs_q" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_cogs_icon.png" width="16">) in the sidebar.</li>
<li class="li">Click the <strong class="ph b">Voicemail</strong> tab at the top.</li>
<li class="li">Under <strong class="ph b">Contact Center</strong>, click <strong class="ph b">Add new configuration</strong>. <p class="p"><img class="image" id="topic_queue_based_voicemail__image_vm_queue_new" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_voicemail_queue_add.png" width="350"></p>
</li>
<li class="li">Under <strong class="ph b">Origin queue</strong>, select the Amazon Connect queue this voicemail
configuration applies to.</li>
<li class="li">Select the <strong class="ph b">Zendesk assignable group</strong> to which newly created voicemail
tickets will be assigned.</li>
<li class="li">Under <strong class="ph b">Zendesk Tags</strong>, select one or more ticket tags to add to these
voicemail tickets.<p class="p">These tags can be used for routing, automation, and
reporting.</p>
</li>
<li class="li">(Optional) Select <strong class="ph b">Enable transcription</strong> to include an automated
voicemail transcription in the tickets.</li>
<li class="li">Click <strong class="ph b">Add configuration</strong>.</li>
</ol>
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<div class="note tip">
<span class="tiptitle">Tip:</span> Use ticket tags and triggers to automatically route voicemail tickets
to the correct groups.</div>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_user_based_voicemail">
<h2 class="title topictitle2" id="ariaid-title4">Configuring user-based voicemail</h2>
<div class="body">
<p class="p">Use a user-based (or agent-based) voicemail configuration to assign tickets resulting
from missed calls to an agent’s direct number to a specific agent for follow-up. The
DID owner and the ticket assignee can be the same agent, buto don't have to be.</p>
<div class="p">
<strong class="ph b">To configure user-based voicemail</strong>
<ol class="ol" id="topic_user_based_voicemail__ol_vm_user_01">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696121449114" target="_blank">Contact Center</a>, click <strong class="ph b">Admin
Settings</strong>.</li>
<li class="li">Click the settings icon (<img class="image" id="topic_user_based_voicemail__image_vm_cogs_u" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_cogs_icon.png" width="16">) in the sidebar.</li>
<li class="li">Click the <strong class="ph b">Voicemail</strong> tab at the top.</li>
<li class="li">Click the <strong class="ph b">Back Office</strong> tab and then click <strong class="ph b">Add new
configuration</strong>. <p class="p"><img class="image" id="topic_user_based_voicemail__image_vm_user_new" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_voicemail_agent_add.png" width="350"></p>
</li>
<li class="li">Under <strong class="ph b">User</strong>, select the agent who owns the direct number this
voicemail configuration applies to.<p class="p">This is the DID owner. To add user
entries, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10255377209498" target="_blank">Configuring number assignments and
voicemail for direct agent routing</a>.</p>
</li>
<li class="li">
<p class="p">Under <strong class="ph b">Zendesk assignee agent</strong>, select the Zendesk agent to assign
the voicemail tickets created from calls to this DID.</p>
</li>
<li class="li">
<p class="p">Under <strong class="ph b">Zendesk tags</strong>, select one or more ticket tags to add to these
voicemail tickets.</p>
<p class="p">These tags can be used for routing, automation, and reporting.</p>
</li>
<li class="li">
<p class="p">(Optional) Select <strong class="ph b">Enable transcription</strong> to include an automated
voicemail transcription in the tickets.</p>
</li>
<li class="li">Click <strong class="ph b">Add configuration</strong>.</li>
</ol>
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