Calling & Call Center

Voicemail

Voicemail ensures you never miss an important call. When callers cannot reach a live agent, they can leave a message that you can listen to, read a transcription of, and return at your convenience. This guide covers everything from understanding when voicemail activates to recording a professional greeting, managing your messages, and staying on top of notifications.

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When Does Voicemail Activate?

Voicemail kicks in automatically under several circumstances. Understanding these triggers helps you ensure callers always have a way to reach you, even when you are not available.

No Available Agents

If a call comes into a queue and there are no agents available to answer — everyone is either on another call, on break, or offline — the system activates the queue's overflow action. If that overflow action is set to Send to Voicemail, the caller will hear the voicemail greeting and can leave a message.

Ring Timeout

Each queue has a ring timeout setting that controls how long the system will ring an agent before giving up. If the call rings for the configured timeout duration and no agent answers, the system moves to the overflow action. If the overflow action is Send to Voicemail, the caller is directed to voicemail.

Example: A queue has a ring timeout of 30 seconds. A call comes in and rings Agent A for 30 seconds, but Agent A does not answer. The system then applies the overflow action — if it is Send to Voicemail, the caller can leave a message.

Outside Operating Hours

If a queue has configured operating hours (set in the Hours tab of the Queue Management modal) and a call arrives outside those hours, the system applies the overflow action. When that action is Send to Voicemail, after-hours callers will hear the voicemail greeting.

Example: Your "Sales" queue operates Monday through Friday, 9:00 AM to 5:00 PM Eastern. A prospect calls at 7:30 PM on a Tuesday. Since the queue is closed, the caller hears the voicemail greeting and can leave a message for your team to return the next business day.

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The Voicemail Page Layout

Navigate to the Voicemail page from the main navigation. The page uses a clean two-panel layout designed for efficient message management.

Left Panel: Messages List

The left panel contains your list of voicemail messages along with tools to search, filter, and manage them.

Search Bar:

At the top of the Messages List is a search bar. Type a caller's name, phone number, or keywords to instantly filter your messages. This is invaluable when you have many messages and need to find a specific one quickly.

Filter Tabs:

Below the search bar, you will see four tabs that filter the message list:

All — Shows every voicemail message in your inbox, regardless of read/unread status or priority. This is the default view and gives you a complete picture of your messages.

New — Shows only unread messages — voicemails you have not listened to yet. Messages here display a blue dot (unread indicator) to make them easy to spot. Check this tab first thing each day to catch up on any messages received overnight.

Priority — Shows only messages that have been flagged as priority. Priority messages may be flagged automatically based on rules your administrator has set up, or they may be flagged manually by a supervisor. These are the messages that need your immediate attention.

Settings — Opens the voicemail settings and greeting configuration panel (covered in detail below). This is not a message filter but rather a gateway to your voicemail preferences.

Individual Message Display:

Each message in the list shows the following information at a glance:

Unread Indicator — A blue dot appears on the left side of unread (new) messages. Once you listen to or view a message, the blue dot disappears.

Caller Name / Number — The name of the caller (if known from your contacts) or their phone number.

Message Time — When the voicemail was left (date and time).

Transcription Preview — A brief preview of the voicemail's automated transcription, so you can get the gist of the message without listening to it.

Click on any message in the list to select it and view its details in the right panel.

Right Panel: Player Panel

When you select a message from the left panel, the right panel displays the full details and playback controls.

Audio Player:

At the top of the Player Panel is a full-featured audio player for the voicemail recording:

Play / Pause Button — Click to start or pause playback.

Waveform Visualization — A visual representation of the audio waveform, so you can see the shape of the recording and identify pauses or speech patterns at a glance.

Progress Bar — A scrubber bar that shows your current position in the recording. Click or drag anywhere on the bar to jump to a specific point.

Current Time / Total Time — Displays both how far into the message you are and the total duration of the recording (e.g., "0:23 / 1:45").

Transcription Content:

Below the audio player is the full transcription of the voicemail message. The system automatically transcribes voicemails into text so you can read the message instead of (or in addition to) listening to it.

The transcription appears as a block of text that you can read through quickly.

A confidence indicator is displayed alongside the transcription, showing how confident the system is in the accuracy of the transcription. Higher confidence means the transcription is more likely to be accurate. If the confidence is low (due to a poor connection, heavy accent, or background noise), you may want to listen to the audio directly.

Action Buttons:

Below the transcription, you will find two key action buttons:

Call Back — Click this button to immediately place an outbound call to the person who left the voicemail. The dialer will initiate the call using the number associated with the voicemail. This is the fastest way to return a call.

Delete — Click this button to permanently delete the voicemail message. A confirmation prompt will appear before the message is removed. Use this to clean up messages you have already handled.

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Recording a Custom Greeting

Your voicemail greeting is what callers hear before they leave a message. A professional, friendly greeting sets the right tone and reassures callers that their message will be returned. Here is how to set up your greeting.

Accessing Greeting Settings

On the Voicemail page, click the Settings tab in the filter tabs area of the left panel.

The Settings panel opens, displaying the Voicemail Greeting section at the top.

The Voicemail Greeting Section

The greeting section provides three buttons for managing your greeting:

Record New — Click this to record a brand new greeting using your microphone.

Play Current — Click this to listen to your existing greeting and hear what callers hear.

Delete — Click this to remove your current greeting and revert to the system default greeting.

Recording a New Greeting

Click the Record New button.

Your browser will ask for microphone permission if it has not already been granted. Click Allow to proceed.

The recording panel appears, showing:

- A pulsing red dot indicating that recording is active

- A timer counting up to show how long you have been recording

Speak your greeting clearly into your microphone. (See tips below for what to say.)

When you are finished, click Stop to end the recording.

You can preview the recording to hear how it sounds.

If you are happy with it, save the greeting. If not, record again.

Greeting Recording Tips

Your Voicemail page also displays helpful tips for recording a great greeting. Here are some best practices:

Keep it short — Aim for 15 to 30 seconds. Callers do not want to listen to a long greeting before they can leave a message.

Be professional — Use a friendly but professional tone. Speak clearly and at a moderate pace.

Include key information:

- Your name (and department or company, if appropriate)

- A brief apology for missing the call

- A request to leave a message with their name, number, and reason for calling

- An assurance that you will return the call as soon as possible

Example greeting: "Hi, you have reached Jane Smith with AgentTech Insurance Services. I am sorry I missed your call. Please leave your name, phone number, and a brief message, and I will get back to you as soon as possible. Thank you!"

Avoid background noise — Record in a quiet environment. Close your office door if possible.

Smile while you speak — It may sound silly, but smiling while you record can make your voice sound warmer and more welcoming. Callers can hear the difference.

Updating Your Greeting

You can change your greeting at any time by following the same steps above. The new recording will replace the existing one. Consider updating your greeting:

When you will be out of the office for an extended period (vacation, leave)

At the start of a new enrollment period or campaign

When your role or department changes

Seasonally, if appropriate for your business

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Notification Settings

The Settings panel on the Voicemail page also includes a Notification Settings section.

Email Notifications Toggle

Email Toggle — Turn this on to receive an email notification whenever a new voicemail is left. The email will include the caller's information, the time of the message, and the transcription text so you can review it even when you are not logged into the dialer.

Turn it off if you prefer to check voicemail only within the platform.

Email notifications are especially useful if you are away from your desk or working on other tasks. They ensure you are aware of new messages promptly.

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Queue and User Selector

At the top of the Voicemail page, you will find a Queue / User selector dropdown. This dropdown allows you to view voicemail messages for different queues or agents.

How It Works

Select a Queue — Choose a queue name from the dropdown to view all voicemails left in that queue's voicemail box. This is useful for supervisors or administrators who manage multiple queues and need to monitor voicemail volume across teams.

Select a User — Choose an individual agent's name to view their personal voicemail box. This is an admin feature that lets supervisors review an agent's voicemails to ensure messages are being returned promptly.

Who Can Use This Feature

Agents typically see only their own voicemail box and any queues they are assigned to.

Supervisors and administrators can view voicemail boxes for any queue or agent they have access to, enabling them to monitor message handling across the team.

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Voicemail Notifications and Badges

The AgentTech Dialer keeps you informed about new voicemails through prominent badge notifications:

Sidebar Badge

In the main sidebar navigation, the Voicemail menu item displays a badge count showing the number of unread voicemail messages. This badge is always visible as you navigate through the platform, so you never miss a new message.

Navbar Badge

The top navigation bar may also display a voicemail notification badge. This provides a secondary visual reminder that you have messages waiting, regardless of which page you are currently viewing.

Badge Behavior

The badge count updates in real time as new voicemails arrive.

The count decreases as you listen to and handle messages.

When all messages have been reviewed, the badge disappears, indicating an empty inbox.

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Daily Voicemail Workflow

Here is a recommended daily routine for managing voicemails effectively:

Start of Day

Log in to the AgentTech Dialer.

Check the Voicemail page before setting your status to Available.

Click the New filter tab to see unread messages.

Listen to each new voicemail (or read the transcription) starting with Priority messages first.

For each message, decide your action:

- Call Back — If the caller needs a return call, click the Call Back button to dial them immediately.

- Note and defer — If the callback requires research or preparation, add notes and plan to call back later.

- Delete — If the message is a wrong number, spam, or no longer relevant, delete it.

During the Day

Monitor badge counts — Keep an eye on the sidebar and navbar badges throughout your shift. If new voicemails appear, review them during breaks between calls.

Return calls promptly — Aim to return voicemails within the same business day whenever possible. The sooner you call back, the more likely you are to reach the person and resolve their inquiry.

End of Day

Final check — Before logging off, do one final scan of your voicemail inbox. Address any messages that came in during the afternoon.

Clean up — Delete voicemails you have already handled to keep your inbox tidy.

Update your greeting if needed — If you know you will be out the next day, update your greeting to reflect that.

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Tips for Voicemail Success

Check voicemail daily — Make voicemail review part of your morning routine. Messages left overnight often represent high-intent callers who want to hear back as soon as possible.

Keep your greeting professional and current — Your greeting is the first impression callers have when they cannot reach you. Keep it polished, current, and informative.

Update your greeting for out-of-office periods — If you are going on vacation or will be unavailable for an extended period, record a temporary greeting that lets callers know when to expect a callback and offers an alternative contact if available.

Use transcriptions to prioritize — Scan the transcription previews in the Messages List to quickly identify which messages are most urgent. A message mentioning "cancel my policy" should probably be returned before one asking about "general information."

Leverage the Call Back button — The Call Back button is the fastest way to return a voicemail. It dials the caller immediately and pulls up their contact information on the dialer page, so you have all the context you need.

Monitor queue voicemails — If you are a supervisor or admin, regularly check the queue voicemail boxes using the Queue/User selector. This ensures no messages fall through the cracks, especially in queues with high volume.

Set up email notifications — If you are not always logged into the dialer, enable email notifications so you are aware of new voicemails even when you are away from the platform.

Keep your inbox clean — Delete voicemails after you have handled them. An overflowing inbox makes it harder to find the messages that still need attention.

Note important details before calling back — Before you return a call, review the transcription and any notes from previous interactions with that contact. Being prepared shows professionalism and saves time.

Coordinate with your team — If you share a queue voicemail box with other agents, establish a system for claiming messages to avoid duplicate callbacks. Some teams use a "first to call back marks it handled" approach.

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Understanding Voicemail in the Bigger Picture

Voicemail is one part of the AgentTech Dialer's comprehensive call handling system. Here is how it connects to other features:

Queue Overflow — Voicemail is configured as an overflow action in Queue Management. When you set a queue's overflow to "Send to Voicemail," any calls that cannot be answered are captured here.

Operating Hours — When queues close for the day (based on the Hours tab in Queue Management), after-hours callers are routed to voicemail so you can return their calls the next business day.

Call Disposition — When you return a voicemail and complete the call, you will disposition the call as usual. You might use a disposition like "Returned Voicemail" or "Callback Completed" to track these interactions.

Contact Records — Voicemail messages are linked to contact records when possible. This means you can see a contact's voicemail history alongside their call history and notes.

By staying on top of your voicemails, you ensure that every caller receives a response and no opportunity is lost.

Last updated: February 24, 2026

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