Whats the best way to setup off hours voicemail so all of support can access the messages

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shangold4657 asked Mar 10, '17 jb-ferguson commented Mar 10, '17

Whats the best way to setup off hours voicemail so all of support can access the messages

We have a support team that will work on severity 1 calls on off business hours, what is the best way to notify people that a new voicemail came in and if they are on call have the ability to listen to the voicemail. in our old phone system it was done through the app on the phone but that doesnt seem possible now to have a group vvoicemall that they can listen to.

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Answer 1 · 2017-03-10T13:18:13Z

danno147 answered Mar 10, '17

Question: is your business staffed after-hours or is the system's VM answering those calls?

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Answer 2 · 2017-03-10T14:12:25Z

shangold4657 answered Mar 10, '17 jb-ferguson commented Nov 11, '19

It's going to system voice mail and we expect the person who is on call to review the call to see if it requires an immediate callback or it can wait till normal business hours

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jb-ferguson commented · Mar 10, 2017 at 02:47 PM

Based on what Danno just mentioned about listening to the wave file, you have one other option.

In the Messages and Notifications section you can enter multiple email addresses, separated by a comma (,), as long as the email addresses fit the limit of 255 characters. With this in mind, you could enter the email addresses of those who work on-call and each of them would receive an email containing the voice mail message in a .wav file. (Hopefully your email address domains aren't really long)

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danno147 commented · Mar 10, 2017 at 02:16 PM

Ok, then you have a couple of options. Here's my first suggestion. Create an after-hours extension and have it answer the calls when you are closed. The on-call person can then log into the app as that extension and can monitor the mailbox. That way multiple users can share/access your after-hour calls. What say you?

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shangold4657 commented · Mar 10, 2017 at 02:36 PM

that's they way we were headed , quick question is there a way to be able to see those messages in the phone app. thanks, Jason

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danno147 commented · Mar 10, 2017 at 02:40 PM

Depends on the tier you are subscribed to. Standard and Premium you can listen to the .wav file. Ultimate, you can turn on Voicemail-to-text, and get a transcription of the VM.

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