In this tutorial, I will walk you through how to set up a voicemail drop in an e-dialer ‘s campaign.
A. What is a Voicemail drop?
In the predictive dial method, the moment a call goes to voicemail, a Voicemail Drop system in the dialer automatically “drops” the audio message without connecting to the agent and then jumps to the next call.
For the manual dial method, this is when the agent gets an answering machine and clicks on the envelope button in the transfer conference options within the agent interface.
In a high-volume call center environment, reps often leave up to 150 voicemails in a single day. With the Voicemail Drop tool, agents can gain much of that time back.
B. What is the allowed audio format?
The dialer recognizes only two very specific audio formats in the system whether it’s for the voicemail drop, hold music, or IVR. It should be:
.wav files that are PCM Mono 16bit 8k; and,
.gsm files that are 8bit 8k.
C. Once you have the audio file, you need to upload it to the dialer’s audio store.
- To upload, go to the admin dashboard.
- Then, Admin.
- Now, to the Audio store & upload your file.
D. Here are the steps on how to setup your voicemail drop.
- From the admin dashboard, got to campaigns.
- Then campaigns main and choose the campaign you would like to add the voicemail drop.
- Now under AMD, Voicemail & IVR set the following:
i. For Answering Machine Detection, you can either enable it for the auto voicemail drop that only applies to predictive dialing method.
iii.Under AMD send to Action, choose Y.
iv.For Answering Machine Message, click audio chooser and a pop up box will appear.
v.Select the audio file you want for the voicemail drop.
vi.Lastly, for “Wait For Silence Options”, we add 2000 comma then 2. No spaces.
It’s the default value which means, the first option is how long to detect silence in milliseconds, and the second option is for how many times to detect that before playing the message.
vii. Then, Click “Save Changes”.