The Basics
If enabled, Sharpen Q Voicemail allows customers to leave a voicemail for the Q rather than a personal extension. This is beneficial for after hours or scheduled breaks.
When a voicemail enters the Q, it is treated like other inbound interactions. “Answering” the inbound voicemail will launch the interaction window with a new Voicemail tab.
If this voicemail is better suited for a specific user, you can transfer the voicemail using the Transfer button within the top bar of the interaction window. This functions like the standard transfer with the exception of transferring to a Q. Voicemail interactions cannot be transferred to another Queue.
To call the customer back, simply hit the Place Call button in the upper-left corner. This transitions to a phone interaction, allowing you to communicate as normal.
Additional Details
Note that clicking End Message will close the voicemail and remove it from the Queue. This is essentially saying, “close this interaction, it is complete.”
This is one article in a series covering Sharpen Q.
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