One Click Voicemail

Overview

One Click Voicemail allows agents to leave a pre-recorded voicemail message during outbound calls without waiting for the recipient's greeting to finish. When a call reaches voicemail, the agent simply selects a pre-configured message and clicks Send & Hang Up. Sharpen then waits for the greeting to end and automatically plays the recorded message on the agent's behalf.

This feature is particularly valuable for outbound teams making high volumes of calls with a consistent message, as it eliminates the time agents would otherwise spend waiting through voicemail greetings on unanswered calls.

Configuring 1-Click Voicemail

To create a new 1-Click Voicemail, navigate to Admin > Configuration > One Click Voicemail and click New One Click Voicemail.

• Name

  • Enter a clear, descriptive name for the voicemail. This name will appear in the One Click Voicemail selection list during an interaction, so it should be specific enough for agents to quickly identify the right message.

• Extension

  • 1-Click Voicemail works by transferring the call to an automated extension to complete the voicemail deposit. Assign a dedicated, unused extension to each 1-Click Voicemail configuration.

• Sound File

  • Select the pre-recorded audio file to play when leaving the voicemail. Sound files are managed under Admin > Configuration > Sound Files. If your recording does not yet exist, create it there before completing this setup.

• Silence Required

  • The amount of consecutive, unbroken silence (in seconds) the system will wait for before playing the sound file. This allows the system to detect when the voicemail greeting has ended.

• Interactions

  • The number of times the system will wait for the configured silence threshold before playing the message. Increasing this value gives the system more opportunities to detect the end of a greeting.

• Timeout

  • The maximum amount of time the system will wait after the agent hangs up, listening for the required silence. For example, a timeout of 20 seconds means that if the voicemail greeting exceeds 20 seconds in length, the system will not leave a voicemail. Set this value based on the typical greeting length your agents encounter.

• Skills

  • If you want this voicemail to appear only when a specific skill is applied to an interaction, select the relevant skill(s) here. For example, assigning the CS2 skill ensures this voicemail only appears for interactions where that skill is active.

• Queue

  • Specify the queue this voicemail will be available in. A queue selection is required for each 1-Click Voicemail configuration.

Using 1-Click Voicemail

Once a 1-Click Voicemail has been configured and assigned to a queue, agents can use it as follows:

1. While on a call that routes to a voicemail, press the “1-Click Voicemail” option in the Sharpen Q interaction controls

   

2. Choose the 1-Click Voicemail and then “Send & Hang Up"