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 (format is always like 2ed153b4-f632-4766-b846-5b2a769b36d1) 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. The term GUID is generally used by developers working with Microsoft technologies, while UUID is used everywhere else.), 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). 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. 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.

Obtaining the Azure Client ID

Sign into the Azure Portal
Go to the Active Directory Tab,
Go to App-Registration and click Add
Give it a name like NAME_TEST
Choose for Application type “NATIVE” and press the arrow key on the bottom right.
Fill in a redirect URI http://redirecturi.. and click create.
Go to the new application NAME_TEST and click Settings
Click Required permissions
Click Add
Click Select an API
Choose “Office 365 SharePoint Online” and click select
Under "Delegated Permissions" check the boxes in front of
1. Read and write items and lists in all site collections
2. Read and write items in all site collections
3. Read items in all site collection
Press the Done- button at the bottom
Copy the Application ID and fill it in for the UCC setting
“CopyVoicemailToSharePointOnlineAADClientId“

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