Set Up Voicemail

Create a Campaign

Required permissions: Campaigns Create

If you've already created a campaign A grouping of skills used to run reports. that you plan to use, you can skip this step. For example, you may have a campaign that you intend to use across several channels.

1. Click the app selector and select ACD.
2. Go to Contact Settings > Campaigns.
3. Click Create New.
4. Enter a value in the Campaign Name field.
5. Click Create Campaign.

Create a Voicemail Skill

Required permissions: Skills Create and Skills Edit

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click Create New > Single Skill.

4. Set the Media Type to VoiceMail.
5. Enter a Skill Name.
6. Select the Campaign you want the skill to be part of.

7. Configure the remaining optional fields in the Skill Information section as needed.

   Learn more about fields in this step

   Field	Details
   Workforce Intelligence Minimum Agents	The minimum number of agents that must belong to this ACD skill. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the ACD skill. When the number of agents reaches this number or lower, all skill removal actions, even automatic ones, require approval. This setting doesn't affect agentless ACD skills.
   Workforce Intelligence Minimum Available Agents	The minimum number of available agents that must be maintained for this ACD skill. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the ACD skill. When the number of available agents reaches this number or lower, all ACD skill removal actions, even automatic ones, require approval. This setting doesn't affect agentless ACD skills.

8. If you want to use screen pops A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for this skill, select the Use Screen Pops checkbox. Modify the optional settings in the Screen Pops section if you want to customize your screen pops. This capability is only supported for CXone Agent suite. You can also do this later.
   Learn more about fields in this step

   Field	Details
   Use Custom Screen Pops	Select this checkbox if you are using a separate application or website to run the screen pops.
   Application or Webpage	Select either Application or Webpage. If you chose Application, enter either the entire path to the executable. if you chose Webpage, enter the full URL. You can customize the title of the tab that pops up in the MAX interface by appending the icAgentPanelTitle= parameter to the URL.

9. If you want to change the default prioritization settings for this skill, modify the settings in the Priority Management While in Queue section. You can also do this later.

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   Learn more about fields in this step

   Field	Details
   Initial Priority	Enter a numeric value you want to set as the base level priority Skill-based designation of the importance of contacts that determines delivery order. for all contacts in an inbound skill or for fresh records and retries in an outbound skill (callbacks Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. always take priority and are not affected by this setting). The default value is 0.
   Acceleration	Enter a numeric value to determine how quickly the priority of the skill increases. For every minute a contact stays in queue, the priority increases by the value you configure for Acceleration. The default value is 1. The minimum value is 0 and the maximum priority is the value configured in the Maximum Priority field. For example, if the Initial Priority is 4, and you set Acceleration to 1, then with each passing minute that the contact is not handled, the priority increases by one. In this example, if the contact has been in queue for three minutes, then the priority will be raised to 7. Priority increments in seconds. For example, when Acceleration is 1, a contact's priority increases by 0.5 after 30 seconds in queue. For Personal Connection skills, set this value to 0 because there is no queue of contacts. You can set Initial Priority for one skill lower than another skill, but if you set Acceleration for that skill higher, it can jump spots in the queue. For example, you set Initial Priority for Skill A to 1 and Acceleration to 5. You set Initial Priority for Skill B to 3 and Acceleration to 1. Initially, a contact for Skill B will be first in queue because it has a priority of 4, but after one minute, Skill A will take its place at the top because its priority will be 6. CXone combines the acceleration value with the time the contact has been in queue and the initial priority using the formula Overall Priority = (Time * Acceleration) + Initial Priority.
   Maximum Priority	Enter a numeric value to determine the maximum priority a contact can have. If you choose not to use Acceleration, this value should match the Initial Priority. The default value is 1000.

10. If you want to change the default service level settings for this skill, modify the fields in the Service Level section.

    Learn more about fields in this step

    Field	Details
    Service Level Threshold	The number of seconds agents have to respond to meet an SLA Commitment between a service provider and a customer with a defined service level threshold, including quality, availability, and responsibilities. For example, if your SLA for this skill is to respond to 80% of contacts within 20 seconds, enter a value of 20.
    Service Level Goal	The percentage of contacts agents must respond to by the Service Level Threshold to meet the SLA. For example, if the SLA for this skill is to respond to 80% of contacts within 20 seconds, enter a value of 80

11. If you want to test how contacts in this skill change in priority over time compared to other skills, use the Priority Comparison tool. You can also do this later.
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    1. In the Skills to Compare section, click +.

    2. Add Available skills until all skills you want to compare are in the Selected list. You don't need to add the skill you are currently editing; it appears in the graph automatically.

    3. Click Done.

    4. Use the Elapsed Time and Time Interval fields to define the period of time you want the graph to cover and the time interval A period between points, limits, or events, such as dates or times you want to mark a new point on the graph.

    5. Click Compare.

12. Click Create. Complete additional configurations to customize or manage your skills.

Add Users to the Voicemail Skill

Required permissions: Skills Edit, Skills User Assignment

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to edit.

4. Click the Users tab.

5. Select the checkbox for each user you want to assign to the skill. Click Add Users.

6. Set the Proficiency for each user in this ACD skill to a number between 1 (highest) and 20 (lowest). Click Save Proficiencies.

   If you don't click Save Proficiencies before leaving the page, all users you added to the skill profile will be removed.

Create a Voicemail Script

Required permissions: Scripts Create

The following documents the minimum requirements for a voicemail script. You can use other Studio actions to customize the script.

1. Download the voicemail script template.
2. In Studio, click File > Import from File. Locate and select the file you downloaded in the preceding step.
3. If you want to customize what the contact hears before leaving a voicemail message, right-click the first action, named "Play-Record Your Message". Change the voicemail message in the Properties. The template says "Please leave your message after the tone" by default.
4. Right-click the action. Customize the recording Properties as needed. It is recommended that you keep the FileName set to Voicemails\VM_{ContactID}.wav so that each contact has a separate voicemail file.
5. Right-click the action. Set the FileName to the same value you set for the FileName in the action in the previous step: Voicemails\VM_{ContactID}.wav. Set the Skill to the voicemail skill you created previously.
6. If you want to customize the post-recording message, right-click the second action, named "Play TTS Thank You". Change the post-recording message in the Properties. The template says "Thank you" by default.
7. Click anywhere in the canvas, outside of the actions. Click View > Properties to open the script properties.
8. Verify the BusinessUnit is correct.
9. From the Skill drop-down, select the inbound voice skill you created previously.
10. Click File > Save.

Create the Point of Contact

Required permissions: Points of Contact Create

1. Click the app selector and select ACD.

2. Go to Contact Settings > Points of Contact.

3. Click Create New and select Single Point of Contact.
4. For the Media Type, select Phone Call.
5. Enter a Name for the point of contact.
6. From the Point of Contact drop-down, select the DNIS you configured earlier with NICE CXone that you want to reach this ACD skill.
7. Select an inbound voice Skill.
8. Select the Script you created in Studio.
9. If you want calls to this number to track IVR press paths for reporting, select IVR Reporting Enabled.
10. Click Create Point of Contact.

Depending on how voicemail is used in your organization, consider whether to perform these optional tasks:

• Set Up Post Contact Work
• Set Up Tagging