Install Voicemail Dialer V2

Prerequisites

• Voicemails are stored on SharePoint config page, see: Voicemails

Configuration of the Voicemail Dialer V2

Add the following settings to the SharePoint Setting list:

Control Settings

• EnableVoicemailDialogueDialer: Enables and disables the Dialer.

  Set to Enabled
  

• VoicemailDialerVersion: Determines the version of the Dialer to be used.

  Set to V2

• EnableVoiceMailDialerOutsideBusinessHours: Enables the Dialer outside Business Hours.

• VoiceMailDialerDeclineRetry: The number of times the VoicemailDialer will retry when an Agent declines the Voicemail Message.

• VoiceMailDialerDeclineRetryTime: The number of minutes between retries.

• VoicemailQueueStrategy: Determines how the Voicemail Session are placed in the Queue, see: User Guide Voicemail Dialer V2

  • ProcessTime
  • ProcessTimeLowPriority (default)

• VoicemailMaximumActiveSessions: The total number of Voicemail Sessions that can be active in the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. Once this number has been reached the VoicemailDialer will postpone creating new Sessions until currently active Sessions are handled. (default: 1)

Call Flow Settings

• VoicemailTextToSpeech: Text to speech when VoicemailAgent answers the hunt from the VoicemailDialogueDialer. (default: "Welcome. Press one to receive a voicemail")

• VoicemailFailedToRetrieve: When the voicemaildialogueprovider is not capable to the download the voicemail this message will be played to the voicemailagent (default: "Failed to retrieve the voice mail.")

• VoicemailReplayTextToSpeech: The message that plays after the Voicemail Dialer has played the voicemail audio file. (default: "Press 9 to replay the voicemail.")