Handle Voicemails in CXone Agent Embedded

You can handle voicemails in CXone Agent Embedded if your administrator has enabled them for you. Any voicemails assigned to you appear in the Interactions Menu, marked by icon of a cassette tape.. If you are using CXone Agent Embedded in Microsoft Dynamics, a new Microsoft Dynamics session may open when a voicemail is assigned to you. This session has tabs configured by your administrator to help you handle the interaction.

Use Voicemail Controls

The voicemail control panel appears in CXone Agent Embedded when you're assigned a voicemail.

The panel shows these voicemail controls:

Icon Details
Play/Pause
icon of a white triangle in a dark blue circle. icon of two white parallel vertical lines in a dark blue circle.
 Start or stop listening to the voicemail. When the voicemail is stopped, the play button appears. When the voicemail is playing, the pause button appears.

Go Back
Icon of the number ten with an arrow going around it counter clockwise.

 Jump back ten seconds in the voicemail.
Go Forward
Icon of the number ten with an arrow around it going clockwise.		 Jump forward ten seconds in the voicemail.
Loop
Icon of a curly arrow pointing right, and one under it pointing left.		 Put the voicemail on loop. When it finishes playing, it starts over again.
Call Back
Icon of a phone.		 Initiate a call with the contact.
Transfer
icon of a person with a right arrow.		 Transfer the voicemail to another agent or skill.
Launch
icon: a box with an arrow pointing up.		 View a list of available indicatorsClosed Custom menu items configured by an administrator for the voicemail.
Delete
Icon of a trash can.		 Delete the voicemail.
Outcome
icon of a check mark inside a circle with a blue border.		 Assign a dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. to the voicemail.

Handle Inbound Voicemails

  1. Launch CXone Agent Embedded and sign in.

  2. Select the voicemail from in the Interactions Menu.

  3. If Reject and Accept appear, click Accept.
  4. Click Play Icon of a white triangle in a blue circle. to listen to the voicemail.
  5. Once you've reviewed the voicemail, click Call Back Icon of a phone with an arrow pointing to the upper right corner. to initiate an outbound call with the contact.

Transfer Voicemails

You can transfer voicemails to other agents. If you don't know who to transfer the voicemail to, you can transfer it to a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge or team. The voicemail is then assigned to an agent with that skill or team.

  1. While handling a voicemail, click Consult / Transfer icon of a person with a right arrow. in the voicemail controls.
  2. In the Directory, search for the agent, skill, or team you want to transfer the voicemail to. You can use the drop-down below the search bar to switch between directories.
  3. Hover over the agent, skill, or team in the search results and click Transfer icon with two arrows, one pointing right and one pointing left..

Use the Customer Card

If your administrator has enabled it for you, the customer card provides information to help you handle contacts. To view a customer card, open an interaction and click Customer Card icon: a person next to a document. in the top menu.

Assign a Disposition to a Voicemail

You can assign a disposition to a voicemail to indicate the result of the interaction. For example, if you called the contact back and answered their question, you could mark the voicemail as Resolved.

  1. In the voicemail control panel, click Outcome icon of a check mark inside a circle with a blue border..
  2. In the Outcomes window, select a Disposition from the drop-down.
  3. You can enter Notes about the voicemail. You can also add Tags to help you find the voicemail later.
  4. Click Save.