After the voicemail has finished playing, you have the option to Forward, Dismiss, or Call Back. You can switch tabs while listening to a voicemail but cannot start an outbound call.
- Dismiss: Moves the voicemail to your voicemail history. Dismissed voicemails still generate a ticket in the CRM.
- Forward: Click this option to display a list of available destinations to forward the voicemail. Depending on your configuration you will see Queue or Agent options, which you can switch between by clicking on the tab. You will see a notification banner when the voicemail has been successfully forwarded.
- Call Back: Select this option to call the end-user back. You must wait for the voicemail to finish playing before you can make an outbound call.
Voicemail in Zendesk
Private comments will be posted when a voicemail is left, listened to, or if a callback is made through the Agent Adapter.
A media player lets you listen to the voicemail and information about the time, date, and the name of the queue called are included in the voicemail name.
Different statuses will be seen depending on how the voicemail is managed.
Voicemail Played: Seen if the agent listened to the voicemail in the agent widget.
Voicemail Dismissed: Seen if the agent listened to the voicemail in the agent widget and dismissed it without calling the customer back.
Called Back Customer: Seen if the agent calls the customer back through the agent adapter after listening to the call in the agent adapter
Voicemail in Salesforce
The voicemail will be associated with an attachment to a new task in Salesforce, available in the Activity History section. To listen to the voicemail:
From the case created in Salesforce, select the subject of the Task.
Click the Attachment file name.
Click View File to listen to the voicemail.