User Guide Voicemail Dialer V1

Qualifications before the Voice Mail Dialer can be started:

• License minimal Enterprise

• The Voice Dialer must be enabled in the SharePoint settings. Set 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. setting EnableVoicemailDialogueDialer to true.

• The UCC must be operating in business hours.

Starting the Voicemail dialogue hunter

1. As soon as there is a voicemail in the document library an Voicemail Agent will be called. (if above qualifications are met).

2. The agent will accept the dialogue and hear the message in "VoicemailTextToSpeech".

3. After the agent presses 1, the voicemail will play.

4. After the voicemail is completed the agent hears the message "VoicemailReplayTextToSpeech" and can press 9 to repeat the message.