How to assign a voicemail to an agent?

Symptom / Need

You need to set up a voicemail for an agent so that they can receive messages when they are not available to take calls.

Context / Scenarios

In the Agents tab, within the Agents & Skills section, agent-type users are managed. Assigning a voicemail is useful in the following cases:

• The agent is unavailable and needs to receive voice messages.
• Managing unanswered calls is required to improve customer service.
• It is necessary to configure a voice mailbox for agents at specific times or outside of their working hours.

Answer (Solution/Recommendation)

To assign a voicemail to an agent in wolkvox Manager, follow these steps:

• Enter wolkvox Manager and in the left side menu select Agents & Skills > Agents.
• Locate the agent you want to assign a voicemail to in the agent table. You can use the search field by entering their agent ID or name.
• Right click on the agent and select the "Edit Agent Information" option.
• In the pop-up window, go to the Basic Information tab.
• In the Voicemail field, select a voicemail from the drop-down list.
• Click "Save" to apply the changes.

💡 Note: Once assigned, the agent will be able to receive messages on their voicemail when they are unable to answer calls.