Installation guide

Managing a queue’s voice mailbox 6-25
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
Managing a queue’s voice mailbox
Agents who have the permission Access queue mailbox set to View and Edit can manage voice
messages that callers leave in the queue’s voice mailbox. They can listen to messages, reply to
them, and delete them. They also can create voice mailbox folders and move messages among
those folders.
Agents who have the permission set to View Only can see and listen to voice messages, but not
perform any other commands on them.
To access the queue’s voice mailbox in ViewPoint, click
voicemail in the navigation bar, then
click the folder with the queue’s name in the Favorite Folders list.
For complete instructions on managing voice messages using ViewPoint, see Chapter 7 in the
Wave ViewPoint User Guide.
Managing queue voice messages on the phone
You can also manage a queue’s voicemail using the phone by logging in as the queue. When
logging in, use the queue’s extension and password.
For instructions on logging in and managing voice messages using the phone commands, see
the Wave Voice Mail Quick Reference Guide.
Release 2.0 Service Pack 1
April 2011