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C-20
Managing a queue’s voice mailbox __________________________
Agents who have the permission Access queue mailbox set to View and Edit can manage voice
messages that callers leave in the queue’s voice mailbox. They can listen to messages, reply to
them, and delete them. They also can create voice mailbox folders and move messages among
those folders.
Agents who have the permission set to View Only can see and listen to voice messages, but not
perform any other commands on them.
To access the queue’s voice mailbox, click
Voicemail in the navigation bar, then click the folder
with the queue’s name in the Favorite Folders list.
For complete instructions on managing voice messages using ViewPoint, see Chapter 13.
Managing queue voice messages on the telephone
You can also manage a queue’s voicemail using the telephone by logging on as the queue. When
logging on, use the queue’s extension and password.
For instructions on logging on and managing voice messages using the telephone commands,
see Strata CS User Guide for ViewPoint.