Work with ACD voicemail interactions

AI-generated summary

Genesys Cloud routes ACD voicemail interactions to agents through configured call flows, enabling callers to leave messages during closed or busy queues with extended wait times rather than waiting for agent connection. Agents access voicemails via the Agent Workspace Active Interactions list and require Voicemail > AcdVoicemail > View permission along with appropriate audio equipment such as headphones or speakers. The platform provides AI-generated transcriptions alongside audio recordings to facilitate efficient message review. Key capabilities include adjustable playback controls for volume and speed modification, the ability to view and update callback numbers, and direct resolution options for simple requests without requiring callbacks. Agents can customize playback settings and streamline callback processes through the Update callback number function, which allows modification if callers indicate preference for alternative contact numbers. The standard workflow involves accepting the interaction, reviewing audio and transcription content, updating callback information when necessary, initiating return calls via the Begin Call function, completing after-contact work (ACW) call conclusion, and finalizing the interaction using the Done option. Voicemails are automatically routed to available agents on specified queues after recording completion, with caller phone numbers captured when configured in the ACD call flow. Additional permissions support deletion, streaming, and downloading of voicemails. The system also enables related capabilities including agent voicemail transcriptions, voicemail notifications, transfer of non-ACD calls directly to user voicemail, blind transfers, consultation transfers in embedded clients, and ACD transfer actions for managing interactions across the system. Related resources include documentation on agent interactions, call transfers, voicemail responses, transcription enablement, and notification configuration

PrerequisitesClick to expand

You receive voicemail interactions when your administrator configures a call flow to give callers an option to leave a voicemail instead of connecting with an agent. Some examples include a closed queue or a busy queue with a long wait time. After a caller records a voicemail, Genesys Cloud routes it to an available agent on the specified queue.

Note: When you configure a call flow in Architect with the , callers can leave a voicemail while in the queue, rather than wait to connect to an agent.

Accept an ACD voicemail interaction

Log in as an agent and go on queue. The Agent Workspace opens. ACD voicemail interactions appear in the Active Interactions list.
To accept the interaction, click Answer. The voicemail interaction appears.
Perform one of the following steps:
- To listen to the voicemail, on the Playback tab, click Play . The voicemail plays on your computer’s default speakers.
- To view the transcription of the voicemail, click the Transcription tab.

Respond to the voicemail

You can handle some voicemail interactions without returning the contact’s call. Most, however, require a callback.

If your admin configured the ACD call flow to capture the caller’s phone number, the number appears above the voicemail. If the voicemail indicates that the caller prefers a different callback number, click Update callback number and enter the number.

To return the call, click Begin Call.
End the call and complete after contact work (ACW).
To complete the interaction, click Done.

Adjust playback volume

To adjust the voicemail playback sound level, use the volume control .

Adjust playback speed

To adjust the voicemail playback speed with the speed toggle. ACD voicemail control with the speed control in an orange box

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