Voicemail Boxes
A mailbox is where a call goes when nobody is going to answer it. Organisation, team, role and personal boxes, each with its own number, its own greetings, and its own list of who is allowed to hear what is in it.
Voicemail boxes
3 of 6 can listen- Mainsupport-main.wav
- Busyorganisation default
- Unavailablesupport-away.wav
Product figures from the platform’s own defaults - not customer averages
How it works.
Four kinds of mailbox
Organisation, team, role and personal. A personal box takes the user's own extension as its number, and team, role and shared boxes each draw from their own block, so the number tells you which kind you are looking at.
Who can listen is a list
A personal box is the owner's, and their team manager's. A team box opens to that team and its manager, a role box to whoever holds the role. A shared box is open to the whole tenant or to named users, teams and roles.
Three greetings, not one
Main, busy and unavailable are separate slots on every box, and a box that fills none of them falls back to the organisation's own. A person changing their away message does not touch what the shared line says.
The message keeps its context
A message stores the call it came from and the queue or menu that sent it there, so who the caller was trying to reach is written on the message rather than inferred from the number they dialled.
Two moments in every call.
Every call passes through the same seven. Voicemail Boxes is the lit ones, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Types
- Organisation, team, role and personal, each numbered from its own block
- Access
- Owner, team, role holders, named users, or everyone in the tenant. Set per box
- Greetings
- Three slots per box: main, busy and unavailable, with organisation defaults behind
- Length
- Message length is a per-box setting, between 10 and 600 seconds
- Transcription
- Off until switched on for the tenant, then per message, automatic or on request
- Notification
- Email per box, or a digest carrying the transcript. No SMS, no desk-phone light
- Playback
- Listening follows the box's access list; downloading the file is owner and admin
- States
- New, read or archived. There is no automatic deletion and no retention sweep
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
More in Contact Center
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Three states of one connection. Hear the call, coach the rep without the customer knowing, or join outright - and the audio path redraws as you switch.
Open more lines than you have reps, paced against live answer rates, and hold the abandonment cap you set. Every connect opens the record it belongs to.
Set the mode per campaign. Preview lets a rep read the record first, autodial moves on after wrap-up, and power opens several lines per agent.
Detection listens to the first moments of a connect and drops greetings, dead air and IVR trees. What lands in a headset is a person who said hello.
Build the menu callers hear as a step in the flow, with fifteen starting templates from a plain auto-attendant to compliance-screened inbound.
Welcome audio, hold music, periodic announcements and four separate overflow destinations, so a queue never simply runs out of places to send a call.
Ring all, hunt, fewest calls, random, round robin with memory, or strict priority order. Change how a queue behaves without rebuilding it.
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Offer a callback after a wait threshold or a queue position, hold the caller's place, and dedupe requests so nobody gets rung twice for one problem.
Flag a lead VIP and they skip the welcome, bypass the queue cap and reach an agent first - with ageing, so that ordinary callers never starve behind them.
Hand a call over cold, or consult first and then connect. Merge into a three-way and step out, leaving the other two talking without a drop.
Each side of the call is recorded on its own channel, so who said what is a fact rather than a guess - and the transcript inherits that separation.
Wrap-up codes that do something. Twenty-six behaviours fire off a disposition: raise a task, book a callback, set do-not-call, flag the wrong party.
The number most likely to be answered is chosen per call, ranked on the history with this lead, the overall answer rate, recency and area-code affinity.
Screen callers against Federal DNC, known TCPA litigators and your own internal list - as drag-and-drop steps inside the flow, before anyone is reached.
Search live carrier inventory, filter by country or by digits the number ends with, and claim it to a flow or a person the moment it is yours.
Toll-free sits beside local as a first-class number type, routed by the same flows and billed from the same wallet as everything else you own.
Numbers in the countries you operate in, drawn from four carrier providers, so opening a new market is a purchase rather than a procurement project.
Every call in progress on one screen, pushed as it changes rather than polled, with the agent, the number presented and the queue each one came through.
Two-way texting from the same numbers you call on, threaded per contact and landing on the same record, so the text and the call are one conversation.
The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Contact Center
See voicemail boxes on your own floor.
Thirty minutes, your numbers and your data. We will set voicemail boxes up live and you can decide from the thing itself rather than from this page.
14-day trial · no card · migration included