Dialogue Cloud

Voicemails

Note A Corporate license or higher is required.

Purpose

A voice mail is a recorded message of a Call who has selected the voice mail option in the IVR Interactive Voice Response, or 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 (GUID GUID 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 On-premises

By default 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). An 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. 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