In this article, we will show you how to use the Voicemail management feature.
Voicemail files can be played through the following means:
Standard reporting pages (eg: Inbound Calls),
When contained in a Missed Call Alert email triggered from a callflows, or
through the Voicemail manager.
The Voicemail manager can be reached via the menu bar under Inbound reports, or via the Quick-Access button on the Action Bar.
Throughout the Jet Portal, an Unplayed voicemail will appear as a dark yellow colour. A Played voicemail message will show as a lighter yellow.
Why am I seeing a padlock? View our article on Restrictions.
About the Voicemail manager
This is the Voicemail Manager.
(some information has been hidden for privacy)
The voicemail manager is split into two panels. All Voicemails for the past 90 days that are Unplayed or flagged as Action Required will display in the top panel. Voicemails that require no further action are shown in the bottom panel, and you can use the Date selector to filter these as required.
When opening the Voicemail manager, it will automatically show voicemails for the numbers you are allowed to access (read more about number restrictions here). To view all voicemails across the account, including services you do not have access to, click the Show All button in the top right corner. Whilst restricted voicemails may be viewed, they can only be played by portal users that have been granted access.
When you click on a voicemail, a management screen will appear and the audio will automatically start playing. Once a voicemail is played, the date & time of your listen and your username will be listed next to the voicemail. Any subsequent listens of this voicemail will overwrite the date & time of your listen and username with their details.
If the voicemail does not need any further action, you can Close this box, and the voicemail will automatically move to the bottom section (as this has now been played).
If the voicemail needs further action, you can mark as Action Required, which will keep this message in the top section of your page. If needed, you can also add a comment on what this voicemail was regarding, or what needs to happen for this voicemail to be addressed correctly.
Once the voicemail has been addressed, you can uncheck the Action Required box, and the voicemail will move to the bottom panel. While the comments will remain next to a voicemail record in this section, these comments are not available to be exported.
Voicemails can also be marked as Unplayed. They will remain in the top section of the page and appear as Unplayed. The date & time of your listen and your username will remain listed next to the voicemail.
What do the notifications mean?
The Voicemail button in the Action Bar will display a notification if there are any records that are either unplayed or marked as Action Required for the numbers you have access to.
If you see a numbered Red badge, this means there are Unplayed voicemails waiting for you.
There may also be Voicemails marked as Action Required, and you can hover on the Voicemail button to see what records of each type are waiting for attention.
If you see a numbered Blue badge, this means there are no Unplayed voicemails, however there are still voicemails marked as Action Required.
Access to voicemails and call recordings can be restricted to selected users on the Jet Portal. This is achieved by applying restrictions to specific phone numbers and affects call recordings, voicemails and SMS messages.
See our article on Restrictions, and how to apply restrictions to phone numbers.