Voicemails

Purpose

A voice mail is a recorded message of a Call who has selected the voice mail option in the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent..

 

Explanation per field

Voice Mails will be stored on SharePoint automatically together with some meta data:

Item

Description

Type

This is the file type.

Name

This is the Call id (GUIDGUID stands for Globally Unique Identifier and is a pseudo random number used in software applications that is assumed to be unique. The total number of unique keys (2<sup>128</sup> of 3.4028×10<sup>38</sup>) is very large and the probability of the creating the same GUID twice is very small, though not 100% guaranteed.), created by Anywhere365.

Modified

This is the date the recording is added.

Modified By

This is the account that adds the recording.

Caller

Uri of the contact who left the Voicemail.

 

Notifications

By default the voicemails are stored in SharePoint. It is possible to set an alert on this list, for example when a new voicemail is saved. For this you need to configure SMTP for SharePoint. When this is done, you can select Alert Me in the Item Tab.

 

Recording Locations

Voicemail OnPremise

By default the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. will store the voicemail on the same SharePoint site as the configuration.

For this the following settings must be set:

Item

Description

CopyVoicemailToSharePoint

True

CopyVoicemailToSharePointIsOnpremises

True

Voicemail Online AAD

Alternative recordings can be saved to SharePoint Online with AAD. For this you need the Azure Client ID and Tenant ID.

For this the following settings must be set:

Item

Description

CopyVoicemailToSharePoint

True

CopyVoicemailToSharePointIsOnpremises

False

CopyVoicemailToSharePointOnlineUri

URL op document library on SharePoint Online

CopyVoicemailToSharePointOnlineAAD

True

CopyVoicemailToSharePointOnlineAADClientId

Azure Client ID, see below.

CopyVoicemailToSharePointOnlineAADTenantId

Azure Tenant ID, see below.

 

SharePoint Online ADFS

Alternative recordings can be saved to SharePoint Online with ADFS.

For this the following settings must be set:

Item

Description

CopyVoicemailToSharePoint

True

CopyVoicemailToSharePointIsOnpremises

False

CopyVoicemailToSharePointOnlineUri

URL op document library on SharePoint Online

CopyVoicemailToSharePointOnlineADFS

True

 

Install Direction

Alternative recordings can be saved locally in the install directory

Item

Description

CopyVoicemailToSharePoint

False