Vertical Communications TeleVantage 7.5 manual Archiving voice messages and call recordings

The Voicemail folder contains three predefined folders:

QThe Inbox folder. New voice messages appear here. After you listen to them, they remain here unless you move or delete them.

QThe Saved folder. Saved messages appear here. When you save a message by using the telephone commands, it moves to the Saved folder.

QThe Deleted folder. When you delete a voice message in ViewPoint, it moves to the Deleted folder. Voice messages deleted using the telephone commands do not appear in the Deleted folder. To empty the Deleted folder, see “Emptying the Deleted folder” on page 8-23.

Note: The Inbox and Saved folders are the only voice message folders accessible through the telephone commands. Voice messages in other folders are not accessible using the phone.

You can create as many custom voice message folders as you want. See “Managing folders” on page 8-22 for instructions on creating folders and moving voice messages from one folder to another.

Viewing shared voice message folders

When other users share their voice messages with you, those messages appear in folders identified by the users’ names. You can find those folders under in the Favorite Folders list, or under Public in the All Folders list. If you have permission to access the voice mailbox of a call center queue, that mailbox also appears as a folder under Public Folders. See “Viewing folders in the Folder List” on page 8-21.

Viewing custom data

Voicemail folders contains a Custom Data column that is hidden by default. By showing it you can view all custom data that your office might have associated with the call, for example, customer ID or caller priority. To show columns, choose View > Current View > Show Columns.

Archiving voice messages and call recordings

The system may be set up to periodically archive your older voice messages and call recordings. If you find that your messages disappear from your voice mailbox, ask your system administrator whether they have been archived. You can access archived messages using the TeleVantage Archived Recording Browser (see Appendix E).

Managing thousands of voice messages or call recordings

If you need to manage thousands or millions of messages or call recordings, you should have your administrator set up automatic archiving, or manually archive your messages. This eases the performance burden on ViewPoint and the TeleVantage Server, and you can still use the Archived Recording Browser to quickly review, search, and manage the recordings (see Appendix E).

CHAPTER 13. MANAGING VOICE MESSAGES IN VIEWPOINT 13-3