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Voicemail

Requirements: To receive voicemail messages, your CIC administrator must assign a Mail Box user to your User account in Interaction Administrator. Also to view voicemail messages in PureConnect for Salesforce, your CIC administrator must assign you the Receive Voicemail Security right in Interaction Administrator. If you have this right, callers are sent to voicemail when you are in a DND status (Gone Home, Out of the Office, or some other "not available" status) or when you do not answer your telephone.  

With PureConnect for Saleforce, any time a caller leaves a voicemail message for you, the voicemail message is attached to an email message and sent to you. You can open your voice mail messages as email message attachments or you can listen to voicemail from the Voicemail view in PureConnect for Salesforce.

Voice mail is managed in one of these ways:

  • If Interaction Voicemail Player is installed on your workstation, when you open an email message that has a voice mail attachment, the CIC voice mail form opens and begins playing your voice mail message.

    Note: For more information about configuration settings that affect this automatic playback, see Interaction Voicemail Player Playback Settings in the PureConnect CIC Documentation Library.

  • If Interaction Voicemail Player is not installed on your workstation, you open the email message and double-click the voice mail attachment, then your designated audio player opens and begins playing your voice mail message.

    Note: If your designated audio player does not play the voice mail message then it is likely that the required codec (software that compresses and decompresses digital audio) is not installed on your computer. Some recent operating systems no longer include the TrueSpeech codec. For more information, contact your CIC administrator.

  • You can use the Voicemail view to display and listen to voice mail messages.

  • You can listen to and manage your voicemail messages by using the voice mail features on your telephone.

    Note: For more information about the default TUI (Telephone User Interface), see the Telephone User Interface User's Guide and the Telephone User Interface Quick Reference available in the PureConnect CIC Documentation Library.