{"id":3073,"date":"2023-01-06T15:47:15","date_gmt":"2023-01-06T14:47:15","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=3073"},"modified":"2025-12-02T09:44:09","modified_gmt":"2025-12-02T08:44:09","slug":"voice-mailboxes","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/voice-mailboxes\/","title":{"rendered":"Voice mailboxes – Set them up"},"content":{"rendered":"\n
\"\"<\/figure>\n\n\n

[Reading time: 2 minutes<\/em>]<\/p>\n\n\n

Overview<\/h2>\n\n\n\n

The Voice mailboxes<\/strong> module in the Maker<\/strong> allows you to create and manage voicemail boxes used in your Smart Routings. From this module, you can configure welcome messages, retention rules, notification settings, and repository options. Existing voicemail boxes can also be modified, duplicated, or deleted depending on your permissions.<\/p>\n\n\n\n

This article is about smart voicemail<\/strong>, meaning messages left by customers through smart routing.
Be careful not to confuse this with direct voicemail messages, which are accessible in the small banner and concern direct calls configured in \u201cMy Account.\u201d These are covered in another article.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Note: Permissions are managed on the Maker, in the role (modification, creation, deletion).<\/em><\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

1. Accessing the Voicemail module<\/h2>\n\n\n\n

In the Maker, open the Voicemail<\/strong> module to view the list of all voicemail boxes already created in your environment.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

2. Searching and filtering<\/h2>\n\n\n\n

You can search voicemail boxes using the following criteria:<\/p>\n\n\n\n

    \n
  • Name<\/strong><\/li>\n\n\n\n
  • Reference<\/strong><\/li>\n\n\n\n
  • Tags<\/strong><\/li>\n<\/ul>\n\n\n\n

    3. Voicemail list<\/h2>\n\n\n\n

    The list displays all existing voicemail boxes with the following columns:<\/p>\n\n\n\n

      \n
    • Name<\/strong><\/li>\n\n\n\n
    • Reference<\/strong><\/li>\n\n\n\n
    • Retention time<\/strong> (By default \/ By days \/ Customized)<\/li>\n\n\n\n
    • Welcome message type<\/strong><\/li>\n\n\n\n
    • Welcome message<\/strong> (Listen to the message if it is customized)<\/li>\n\n\n\n
    • Send by email<\/strong> (Enabled \/ Disabled)<\/li>\n\n\n\n
    • Number of messages<\/strong> ( …\/50)<\/li>\n\n\n\n
    • Repository connector<\/strong><\/li>\n\n\n\n
    • Information button<\/strong><\/li>\n\n\n\n
    • Cogwheel button<\/strong>: Duplicate, History, See dependencies, Tags<\/li>\n\n\n\n
    • Pencil button<\/strong>: Modify<\/li>\n\n\n\n
    • Trash button<\/strong>: Delete (only if not greyed out)<\/li>\n<\/ul>\n\n\n\n

      At the top of the page, the Create<\/strong> button lets you add a new voicemail box.<\/p>\n\n\n\n

      4. Creating a voicemail box<\/h2>\n\n\n\n

      Select Create<\/strong> and fill in the following fields:<\/p>\n\n\n\n

      \"\"<\/figure>\n\n\n\n

      Name<\/h3>\n\n\n\n

      Enter the display name of the voicemail box.<\/p>\n\n\n\n

      Reference<\/h3>\n\n\n\n

      Define the technical reference used in Smart Routing configurations.<\/p>\n\n\n\n

      Welcome message type<\/h3>\n\n\n\n

      Choose how the welcome message will be generated:<\/p>\n\n\n\n

        \n
      • By default<\/strong><\/li>\n\n\n\n
      • Customized<\/strong>\n
          \n
        • File upload<\/strong>: Add an audio file following the audio requirements<\/li>\n\n\n\n
        • Text-to-speech<\/strong>: Select a voice and enter the text to be read<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n

          Send by email<\/h3>\n\n\n\n

          Choose whether a notification email should be sent when a voicemail is left, and specify one or more recipient email addresses.<\/p>\n\n\n\n

          Retention time<\/h3>\n\n\n\n

          Define how long messages are stored:<\/p>\n\n\n\n

            \n
          • By default<\/strong> (uses the value defined in the client account settings)<\/li>\n\n\n\n
          • By days<\/strong> (select the number of days)<\/li>\n\n\n\n
          • Unlimited<\/strong><\/li>\n<\/ul>\n\n\n\n

            Repository connector<\/h3>\n\n\n\n

            Select a repository connector if you want to store messages in an external repository.<\/p>\n\n\n\n

            Public link<\/h3>\n\n\n\n

            Choose whether a public link should be generated for the voicemail box.<\/p>\n\n\n\n

            5. Using a voicemail box<\/h2>\n\n\n\n

            Once the voicemail box is created, you must integrate it into a Smart Routing<\/strong> through the dedicated action.<\/p>\n\n\n\n

            \"\"<\/figure>\n\n\n\n

            To allow advisors to access the voicemail box from the Banner<\/strong>, make sure it is added to the appropriate Profile<\/strong> in the Maker.<\/p>\n\n\n\n

            \"\"<\/figure>\n","protected":false},"excerpt":{"rendered":"

            Voice mailboxes are created in the Maker and can then be used in a Smart routing or linked to a profile to redirect your customers in case of unavailability. They are not to be confused with the personalized voice mailbox which is specific to each agent, and only concerns direct calls.<\/p>\n","protected":false},"author":3,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[107],"ht-kb-tag":[147,131],"class_list":["post-3073","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-configuring","ht_kb_tag-admin","ht_kb_tag-maker"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3073","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=3073"}],"version-history":[{"count":7,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3073\/revisions"}],"predecessor-version":[{"id":5815,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3073\/revisions\/5815"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=3073"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=3073"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=3073"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}