Handle Voicemails in CXone Agent Integrated

You can handle voicemails in CXone Agent Integrated if your administrator has enabled them for you. Any voicemails assigned to you appear in the Interactions Menu , marked by .

Handle Inbound Voicemails

1. Launch CXone Agent Integrated and sign in.

2. Select the voicemail from in the Interactions Menu.

3. If Reject and Accept appear, click Accept.
4. Click Play to listen to the voicemail.
5. Once you've reviewed the voicemail, click Call Back 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 skill 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 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 .

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 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 .
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.