---
title: VoiceMail
slug: contact-center/yuOU-voicemail
createdAt: 2025-10-17T09:04:14.571Z
---
# Overview
Voicemail is a feature that stores **Voice Messages** left by **Customers** when their call is **not connected to an agent** for any reason. This feature is **licensable** and can be configured at both the **Campaign-level** , **Queue-level **and **User-level**.
## How it works (Administrator Configuration)
The Administrator manages the global recording and notification settings for voicemails.
### System-Level Configuration
The Voicemail tab in the **System Configuration** menu controls global settings.
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- **Voicemail Toggle**: Must be **enabled** by sliding the bar to the right for voicemails to be recorded across the system.
- **Notification Email IDs**: Check this box and enter multiple **Gmail domain** email addresses (separated by commas) to receive voicemail notifications.
- **Welcome Voicemail Prompt**: Select the prompt that plays at the start of the voicemail recording.
- **Finish Voicemail Prompt**: Select the prompt that plays at the end of the voicemail recording.
## How it works (Supervisor Persona)
The Supervisor is the primary user who can fetch, listen to, and manage voicemails.
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### Access and Filtering
1. Navigate to the **Manage** tab for an **Inbound Campaign**.
2. Select the **Voicemail** tab.
3. **Fetch Voicemails** by selecting a filter **Context** from the dropdown:
- **User**: Fetches voicemails related to a **selected user** assigned to the campaign.
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:::Paragraph{listStyleType="disc" indent="2"}
**Queue**: Fetches voicemails for a **selected queue** within the campaign.
:::
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:::Paragraph{listStyleType="disc" indent="2"}
**Campaign**: Fetches voicemails for the **current campaign**.
:::
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4. Select the **Status** to fetch: **All**, **Read**, or **Unread** voicemails.
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5. Optionally, filter by **Dial Date**, **Source Phone** number, or **Destination Phone** number.
6. Click **Fetch** to retrieve the list of voicemails.
### Voicemail Operations
The fetched list contains columns for **ID**, **Action**, **Source Phone**, **Destination Phone**, **Voicemail Duration**, and **Date Added**.
| Operation | Action |
| ------------------ | --------------------------------------------------------------------------------------------------------------------------- |
| **Listen** | Click the listen icon (D) in the **Action** column.
|
| **Download** | Click the **download button** within the listen pop-up.
|
| **Mark as Read** | Select a voicemail and click the **Mark as Read** button.
|
| **Mark as Unread** | Select a voicemail and click the **Mark as Unread** button.
|
| **Delete** | Select a voicemail and click the **Delete** button. A confirmation is required, and deleted voicemails cannot be retrieved. |
### Queue-Level Configuration
In the **Queue Management** settings of an **Inbound Campaign**, the Administrator can configure voicemail for individual queues.
- **Voicemail Toggle**: An individual toggle switch allows the Administrator to enable or disable voicemail recording for that specific queue.
- **Notification Email IDs**: The Administrator can check a box to send voicemail notifications to the specified email IDs.
- **Welcome/Finish Prompts**: Specific welcome and finish prompts can be selected for this queue.
## Prerequisites
- The **Voicemail License** must be **procured** for the contact center.
- The feature must be **enabled** by the Administrator at the System-level.
- The feature must be **configured** and **enabled** at the target **Queue-level** within the Inbound Campaign settings.
- The appropriate **Welcome** and **Finish** prompts must be uploaded and selected.
## Benefits
- **Reduced Missed Opportunities**: Ensures that messages from customers who could not connect with an agent are captured, preserving leads or critical inquiries.
- **Supervisor Control**: Provides a dedicated interface for Supervisors to efficiently manage, listen to, and delete voicemails by user, queue, or campaign.
- **Notification and Alerting**: Notifications can be configured via email, ensuring key personnel are instantly alerted when a customer leaves a message.
## Use Cases
- **Post-Hours Inquiry Capture**: A customer calls **after office hours** or during a **holiday** and is routed to voicemail, ensuring the message is recorded and can be addressed by an agent during the next shift.
- **Agent Unavailability**: All agents in the queue are **busy**, and the call exceeds the maximum waiting time. The system routes the call to voicemail to prevent a total call abandonment.
- **Quality Review**: A **Supervisor** uses the **Voicemail tab** and the **Listen** function to review messages for **training purposes** or to flag urgent customer issues for immediate follow-up.