Setting voicemail out of office hours

Setting voicemail out of office hours

1.    Introduction 
The purpose of this document is to explain how to set voicemail in Nixxis out of office hours, and includes the detailed steps to: 
 
a. Create and configure the planning 
b. Select and configure the IVR to receive voicemails 
c. Listen to voicemails received 

2. Creation and configuration of the planning 
2.1.  Planning creation 
The purpose of this step is to create a planning that will be used for the Voicemail IVR. 
 
a. Navigate to the Administration Module in Nixxis. 
b. In the ‘Advanced’ menu, select ‘Planning’ as shown below. 



c. Click the ‘Add’ button to add a new planning. 



d. Now, you can give a description to your planning, and click ‘Next’ 



e. Proceed to the next step, and click ‘Finish’. 



2.2.  Planning configuration 
The purpose of this step is to set the working hours and out of office hours that will be used by the Voicemail IVR. 
 
a. You can now choose your ‘Planning’ and select the ‘Week days schedule’ to set the business hours. 



b. Here, you can freely edit the working hours as intended. 



c. Be sure to click on the ‘Save’ button to save your work. 



2.3. Planning selection 
a. Navigate back to the ‘General’ tab of your ‘Inbound Activity’ to set the new Planning. 
b. Tick the option ‘Use planning’ and choose it from the drop-down. 



3.    Selection and configuration of the Voicemail IVR
 3.1.  Select the IVR 
Here, we will choose and configure the action when the planning is closed 
 
a. Select “Execute IVR”. 



b. And continue to select the IVR options based on your configuration. 



3.2. Configure the IVR 
Here, we will configure the IVR itself 
 
a. If you wish to add a custom message, select the arrow. 



b. This will open a new window.
 
c. Here you can again click on the arrow to have the option to upload a custom audio file. 



d. From here, you can browse the file from your computer. 



e. We are done with the configuration. 

4.    Listening to Voicemails received in the IVR 
4.1. Select the IVR 
Here, we will be able to listen to a voice message. 
 
a. Navigate to the ‘Agent’ window. 



b. Once the agent goes on ‘Ready’, he/she will have a small orange icon called “Listen voicemail” (Number 2). 
 
c. Click on the icon “Listen voicemail” (Number 2) to hear the message. 





    • Related Articles

    • How to configure the Default Voicemail IVR

      This article describes the configuration of the Default Voicemail IVR in the Administrator Interface of Nixxis Contact Suite (NCS) via the wizard including: • Parameter setting at the level of the call flow of the inbound activity • The choice of the ...

    • How to activate the Default Voicemail IVR

      This article describes the options for triggering the Default Voicemail IVR in order to give the possibility to a caller to leave a voicemail message and its activation in the Administrator Interface of Nixxis Contact Suite (NCS) at the level of: • ...

    • Module Administration V3.0 FR

      Introduction Cet article a pour but de détailler les fonctionnalités du module administration de l'outil NCS. Accès à l'interface Une fois l’application démarrée, choisissez via le sélecteur de module, l’interface administrateur. Page d'Accueil Une ...

    • Administration - Campaign - Data File Creation

      Introduction This article outlines the process of creating an Excel file and uploading it onto a campaign in an outbound activity. Create an Excel File Create an Excel file containing all the fields that you will need Do not use blanks and special ...

    • How to listen to a voice message left on the Default Voicemail IVR

      Voicemail messages are processed as special callbacks: a contact is inserted in the SystemData table and a field indicates that it is a voicemail message. In order to be able to listen to the voicemail messages left, it is necessary to force an ...