Traiter les messages Voicemail IVR (Répondeur) via une activité sortante dans Nixxis Contact Suite

Processing Voicemail IVR Messages via an Outbound Activity

Introduction

When a contact leaves a message on the Nixxis Voicemail IVR, this message must be handled by an agent.

In Nixxis Contact Suite, these messages are automatically converted into outbound callbacks.

To allow these records to be dialed within a dedicated outbound activity, a specific filter can be configured depending on the selected processing method.


2. How Voicemail Message Processing Works

When a contact leaves a message:

  • The system records the voice message.

  • A record is created or updated.

  • This record receives a system status: State = 15.

Status 15 corresponds to a system-qualified callback.

👉 In other words, the voicemail message becomes a record to be called back through an outbound activity.


3. Why Add a Filter to the Outbound Activity

An outbound activity only selects records that match its filtering criteria.

To process only records originating from the Voicemail IVR, you can add the following filter:

State = 15

This filter allows you to:

  • Select only voicemail callbacks

  • Prevent the activity from retrieving other types of records

  • Organize a dedicated and structured processing workflow

Without this filter, voicemail records will not be dialed by the activity if no specific redirection has been configured upstream.


4. Special Case: Activity Explicitly Defined for Voicemail Processing

If, in the configuration, an activity is explicitly designated to process voicemail messages, records originating from the Voicemail IVR are automatically redirected to that activity.

In this case:

  • Records are directly associated with the target activity

  • Selection is handled by the redirection mechanism

  • Adding the State = 15 filter is not required

The filter is therefore only necessary when the activity must identify these records through selection criteria, without any specific upstream redirection configured.


5. Setting Up the Filter on the Activity

Configuration Steps

1. Select the outbound activity dedicated to voicemail processing.
2. Go to the Data Filter tab.
3. Click Add.
4. Create a new filter.
5. Click Next.


6.   In the Field Name field, select the system field State (Current record state).


7.   In Operator, choose Equals.
8.   In Operand, enter the value: 15
9.   Click Next.



10.   Review the displayed summary.



11.   Click Finish to confirm.

The filter is now active at the activity level.


Key Points

  1. Messages left on the Voicemail IVR are converted into outbound callbacks.

  2. They are identified by the system status State = 15.

  3. A State = 15 filter allows targeted dialing when no specific redirection is configured.

  4. If the activity is explicitly defined as the voicemail processing activity, the filter is not required.

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