Voicemail Recordings

While Voice recordings are recordings of conversations between customers and agents, Voicemail recordings are the recordings of customers leaving a request to be called back after they have been given the option to be called back if they have been waiting in the queue for an extended period of time.

When searching for Voicemail recordings, select the Voicemail option from the menu and you will be presented with the following screen:

The following parameters apply to all Voicemail categories:

• Processed between – Enter a date range using the following format: mm/dd/yyyy. These fields are mandatory.
• Calling Name – The name of the caller (from caller ID).
• Calling Number – The phone number of the caller (from caller ID).
• Number Dialed – The IVR number the caller dialed.
• Queue Name – The queue that the call was in when the caller was offered to leave a voicemail.
• Voicemail Length between – The length of the voicemail, in seconds, that the caller left.
• Reference ID – A unique identifying number for the voice interaction that resulted in the voicemail being left by the caller.

Voicemail recordings are kept for the same amount of time as voice recordings, as defined in the Configuration > General section. The default time is 30 days, however, it can be longer if you have subscribed to more time. For more information on this topic please see here.

You may enter a partial string for a word of number; do not use wildcards "{}". The logic used to conduct searches with multiple parameters is the Boolean AND gate. Once you have finished entering any parameters, click Search.

After clicking Search, the results of the search will be displayed for review in chronological order. The results for Voicemail will display: Call Date, Duration, Caller ID, and Queue.