Question Re: Dial to Voicemail number from CDT, ERROR in CRM and CX Q&A

Dial to Voicemail number from CDT, ERROR

Former Member — Thu, 19 Jul 2018 01:38:07 GMT

Hi all,

Being logged in as an Agent in CDT I try to dial the configured number of voicemail

(for this agent) but I get a message (prompt) from an absent user offering to leave a voicemail.

Trying to do as a supervisor, the same thing happens if I try to dial the configured voicemails numbers from the queues.

Both -agents and supervisors- have the right to handle voicemails, given through user roles.

See the image to see my numbering plan.

Thank you so much for your help.

numbers.jpg

Re: Dial to Voicemail number from CDT, ERROR

Former Member — Thu, 19 Jul 2018 01:47:34 GMT

An important clarification, when there are voice messages (either personal -for agents- or for queues), in CDT the corresponding icon appears highlighted (bottom left of CDT), consequently I can listen to them by accessing from the tab of the window that appears when double clicking.

Best regards.

Re: Dial to Voicemail number from CDT, ERROR

Former Member — Wed, 25 Jul 2018 10:11:06 GMT

Hey,

If you dial directly to voicemail number it will prompt you to leave a message. If you press # during the prompt "person is not currently available" then you will get to so called admin menu. There you can manage your voicemails.

PIN code for voicemail IVR can be defined in CDT -> Tools -> Settings -> Personal -> Set PIN Code or in SC under user management.

Br,
Jukka

ps. I also recommend to check SAP Note 1873633

Re: Dial to Voicemail number from CDT, ERROR

Former Member — Wed, 25 Jul 2018 23:18:49 GMT

Great Jukka, what I was waiting to press was another prompt, that was what confused me.
It worked perfectly ,.
Thank you very much for your help.
Receive a great greeting.

Sergio.