Respond to ACD voicemail interactions


Note: This article applies to PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

The client supports ACD voicemail interactions. When an ACD voicemail interaction is routed to your queue, you can pick it up like any other interaction. After the interaction connects, the ACD voicemail interaction appears on your interaction list. The interaction remains on your interaction list until you are ready to listen to the voicemail or call the customer. 

Tip: If you use PureCloud alongside the client, change your settings so that alerting interactions do not ring in both applications. For more information, see Ringing issues for alerting interactions.

  1. When an ACD voicemail interaction alerts, click Pickup.
    メモ:
    • ACD voicemail interactions do not auto-answer.
    • The Interaction Log icon does not appear on interactions in the PureCloud for Chrome or PureCloud for Firefox client.

    Some interactions have scripts that appear in a separate Interactions window. To open an Interactions window or bring an open Interactions window to the front of other browser windows, click Script. When the Interactions window is open or accessible, the Script icon changes from black to orange.

    Voicemail interaction alertingThe ACD voicemail interaction connects and appears on your interaction list until you are ready to listen to the voicemail. You can blind transfer the ACD voicemail interaction.

    Unlike callbacks, you can also disconnect the ACD voicemail interaction. A disconnected ACD voicemail interaction does not go back in queue, and the voicemail is now only accessible through your PureCloud organization. For more information about accessing the recording in PureCloud, see Manage ACD voicemail recordings

    Voicemail interaction connected

  2. When you are ready to listen to the voicemail or call the customer, click Callback Info

    Callback numbers and playback controls appear. If there is more than one callback number, then the numbers appear in a list. 

    Note: The playback controls appear differently depending on the browser. The following example shows playback controls in Chrome.

    Listen to voicemail and select callback number

  3. To listen to the voicemail, click Play.

    You can also play the voicemail in the Interactions window.

    After listening to the voicemail, you can disconnect the ACD voicemail interaction or call the customer

    Note: After you disconnect the ACD voicemail interaction, you can no longer access the voicemail in the client. However, you can access the voicemail in the Interactions window until you complete wrap-up work. Also, PureCloud retains the recordings for up to 60 days in your PureCloud organization. For more information, see Manage ACD voicemail recordings

Disconnect the ACD voicemail interaction

  1. After you listen to the voicemail, click Disconnect.

    The interaction disconnects and the Wrap-up window automatically opens. If your administrator enabled time-boxed wrap-up work, then a timer appears in your Wrap-up window.

    Note: A Notes section appears on the Wrap-up window in the PureCloud for Chrome and PureCloud for Firefox clients by default and in the PureCloud for Zendesk and PureCloud for Salesforce clients if your administrator configured it in the integration settings. For more information, see Configure call center settings and Configure PureCloud for Zendesk. The following image shows the Notes section.

    Wrap-up window

  2. To complete wrap-up work, select a wrap-up code in the client or in the Interactions window and click Done.

    The ACD voicemail interaction then deallocates from your interaction list.

    Note: If you close the Wrap-up window without clicking Done, the Wrap-up icon turns red, indicating that you must complete wrap-up work. The ACD voicemail interaction does not deallocate from your interaction list until you select the wrap-up code. 
     In the example, the Script icon remains orange, indicating that the Interactions window is open or accessible.Voicemail interaction disconnected

Call the customer

After you listen to the voicemail, you can call the customer.

  1. Select a number from the list or type a number in the box.
  2. Click Make Call at the bottom of the client.

    Listen to voicemail and select callback number

    The call dials. If the call connects, then a call interaction appears on your interaction list. Full call controls are available as with any call.

    Voicemail callback connected

    For more information about interacting with callbacks, see Respond to callback interactions.

For more information, see About ACD voicemails.

For more information about the integrations, see About the PureCloud browser extensions, About PureCloud for Salesforce, and About PureCloud for Zendesk.