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=============================
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Voicemails and audio messages
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=============================
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.. _axivox_admin: https://manage.axivox.com/
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Managing voicemail is an important part of any business. A company needs to access their messages
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with ease, and stay on top of any missed calls. Recording audio messages, like thanking a caller for
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reaching out, or directing them to the right extension, is also a great way to personalize the
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business interaction, and set the tone with the customer.
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This document covers the configuration of both voicemail and audio messages in the Axivox
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administrative portal.
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.. _voip/axivox/global_language:
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Set global language
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===================
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To start using voicemails and audio messages with Axivox, the global language should be set in the
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Axivox admin portal settings. To do that, navigate to `manage.axivox.com <axivox_admin_>`_. After
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logging into the portal, go to :menuselection:`Settings --> Global language (e.g.: voicemail
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messages,...)`.
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From here, set the language to either: :guilabel:`Francais`, :guilabel:`English`,
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:guilabel:`Espanol`, or :guilabel:`Deutsch`.
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Then, click :guilabel:`Save`, followed by :guilabel:`Apply changes` in the upper-right corner of the
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:guilabel:`General Settings` page to implement the change into production.
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.. _voip/axivox/activate_voicemail:
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Activate voicemail
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==================
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In order for a user to utilize voicemail in Axivox, the voicemail feature **must** be turned on in
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the Axivox administrative portal. To begin using voicemail with a user, navigate to
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`manage.axivox.com <axivox_admin_>`_. Then, log in with the appropriate administrator credentials.
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On the left menu of the Axivox administrative panel, click into :guilabel:`Users`.
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Then, click into the specific user the voicemail should be activated for. Under the section marked,
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:guilabel:`Voicemail`, open the drop-down menu, and click on :guilabel:`Yes`.
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Lastly, :guilabel:`Save` the change, then click :guilabel:`Apply changes` in the upper-right corner
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of the screen.
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Voicemail
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=========
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The next step is to set up the individual voicemail boxes on the Axivox administrative portal. To
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access the portal, visit `manage.axivox.com <axivox_admin_>`_ and log in. Then, navigate to
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:menuselection:`Voicemails`, located in the menu on the left.
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If the voicemail option was activated in the user profile, using this process
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:ref:`voip/axivox/activate_voicemail`, then a voicemail is automatically created on the
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:guilabel:`Voicemails` page.
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.. tip::
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It should be noted that some of the administrative portal language is in French, as Axivox is a
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Belgian company. The global language is still set to one of the four options as seen here:
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:ref:`voip/axivox/global_language`.
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Manually create voicemail
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-------------------------
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To manually create a new voicemail box, click :guilabel:`Add a voicemail` on the
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:guilabel:`Voicemails` page. Or, edit an existing voicemail box, by clicking :guilabel:`Edit` to the
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far-right of an existing voicemail box on the :guilabel:`Voicemails` page.
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.. example::
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Suppose a sales or support team needs a general voicemail box. The voicemail would need to be
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created manually, and attached to an incoming number.
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The new, manually-created voicemail box should be attached to an incoming number, so it can receive
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messages. To do so, navigate to :menuselection:`Incoming numbers`, located in the menu on the left.
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Then, click :guilabel:`Edit` to the far-right of the specific number the voicemail should be linked
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to.
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In the :guilabel:`Destination type for voice call` field, click the drop-down menu, and select
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:guilabel:`Voicemail`. Then, open the drop-down menu on the next line labeled,
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:guilabel:`Voicemail`, and select the manually-created voicemail box.
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.. important::
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If an incoming number is capable of receiving SMS/text messages, an additional field,
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:guilabel:`Destination email address for Incoming SMS`, is present.
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To determine whether an incoming number is capable of receiving SMS/text messages, click
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:guilabel:`Incoming numbers` from the menu on the left, then check the :guilabel:`SMS compatible`
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column for the incoming number.
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Then, if applicable, in the field labeled, :guilabel:`Destination email address for Incoming SMS`,
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enter an email to which incoming text messages sent to the incoming number can be received. Some
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incoming numbers (US +1) in Axivox are capable of receiving text messages from individuals and
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automated numbers.
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Should this field be left empty, the default destination address is used, instead (as previously set
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in the beginning of the process for manually creating a voicemail).
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Once all desired configurations are complete, click :guilabel:`Save`, then click :guilabel:`Apply
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changes` in the upper-right corner of the screen to implement the change into production.
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Notifications
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-------------
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Now, whenever a voicemail is received on any of the automatically pre-configured or manually-linked
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voicemail boxes, an email is sent to the user's email address, as listed in the
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:guilabel:`Voicemails` page, or in the user's Axivox profile.
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This information can be accessed by navigating to :menuselection:`Users` in the left menu, and
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clicking :guilabel:`Edit` next to the specific user in question.
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.. _voip/axivox/vm_forwarding:
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Forwarding to voicemail
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=======================
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In Axivox, there are also numerous forwarding settings for a user. To access these forwarding
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settings, go to `manage.axivox.com <axivox_admin_>`_ and log in.
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Next, navigate to :menuselection:`Users`, located in the menu on the left.
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From there, click into the specific user the forwarding should be added to. Then, open the
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:guilabel:`Forwardings` tab.
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If the user is busy on another call, or away from the phone, there is an option present in this tab
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to :guilabel:`Send to voicemail as a last resort`, located in the :guilabel:`Forwarding on no
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answer` and :guilabel:`Forwarding on busy` fields.
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.. image:: vm_audio_messages/forwardings.png
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:align: center
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:alt: Send to voicemail as a last resort options highlighted on the Forwardings tab of the user.
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If the :guilabel:`Send to voicemail as a last resort` box is ticked, when the forwarding actions
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stated in each section are not successful, the caller is routed to the voicemail set on the
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particular user.
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.. seealso::
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For more information on forwarding and transfers, visit :ref:`voip/axivox/forwardings_tab`.
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When all the desired configurations are complete, click :guilabel:`Save`, then click
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:guilabel:`Apply changes` in the upper-right corner of the screen to implement the change.
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.. _voip/axivox/audio_messages:
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Audio messages
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==============
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It is possible to add audio messages *before* a customer's call is even taken, to inform them about
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the waiting time for deliveries, the availability of a product, or any other important promotional
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messages.
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To record an audio message in Axivox, navigate to `manage.axivox.com <axivox_admin_>`_ and log in.
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Next, click on :guilabel:`Audio messages` in the menu on the left. From the :guilabel:`Audio
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messages` page, click :guilabel:`Add a message`.
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Type in a :guilabel:`Name`, and click :guilabel:`Save`.
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Upon clicking :guilabel:`Save`, the browser redirects back to the main :guilabel:`Audio messages`
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page, where the newly-created message can be found on the list.
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There are two different ways to make the audio message. The user could either record the message
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over the phone, or type the message (in text), and select a computer-generated speaker to read the
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message.
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Record audio message
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--------------------
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To record an audio message over the phone, click the orange button labeled,
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:guilabel:`Record/Listen`, located to the right of the desired message on the list to record, on the
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:guilabel:`Audio messages` page.
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When clicked, a :guilabel:`Record / listen to a message` pop-up window appears. From here, the
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message is then recorded, via one of the extensions that is associated with the user. Under
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:guilabel:`Extension to use for message management` field, click the drop-down menu, and select the
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extension where Axivox should call to record the message.
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Then, click :guilabel:`OK` to begin the call.
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.. note::
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The user **must** be active in the production database with :abbr:`VoIP (Voice over Internet
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Protocol)` configured. To configure :abbr:`VoIP (Voice over Internet Protocol)` for a user, see
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this documentation: :doc:`axivox_config`.
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Upon connecting to the Axivox audio recorder management line, a recorded French-speaking operator
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provides the following options:
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#. Press `1` to record a message.
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#. Press `2` to listen to the current message.
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Press either `1` or `2`, depending on whether or not there is already a message present in the
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system for this particular audio message that requires a review, before recording a new one.
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Record the new audio message after pressing `1`, then press `#` to end the recording.
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The French-speaking operator returns to the line presenting the first set of questions again:
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#. Press `1` to record a message.
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#. Press `2` to listen to the current message.
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Press `#` to end the call.
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Write audio message
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-------------------
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To type the message, and select a computerized speaker to say the text, navigate to the
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:menuselection:`Audio messages` in the menu on the left.
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From the :guilabel:`Audio messages` page, select the blue button labeled, :guilabel:`Text message`,
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next to the corresponding audio message :guilabel:`Name` that the message should be attached to.
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Doing so reveals a :guilabel:`Convert text to message` pop-up window.
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From the :guilabel:`Convert to text message` pop-up window, click the drop-down menu next to the
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field labeled, :guilabel:`Voice`, and select an option for the :guilabel:`Text` to be read in.
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After the :guilabel:`Voice` selection has been made, and the message has been written in the
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:guilabel:`Text` field, click :guilabel:`Generate` to process the audio file.
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The text is read in the same language it is written in the :guilabel:`Text` field. Should the
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language differ in the :guilabel:`Voice` field, then an accent is used by the computerized speaker.
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Finally, when these steps are complete, click :guilabel:`Save` to save the audio message.
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To implement the changes, click :guilabel:`Apply changes` in the upper-right corner of the screen.
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.. image:: vm_audio_messages/sample-message.png
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:align: center
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:alt: Convert text to message window with voice, text, generate button and save highlighted.
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.. tip::
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To set a greeting or audio message in a dial plan element double-click on the element. This could
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be a :guilabel:`Play a file` element, or a :guilabel:`Menu` element, in which the caller should
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encounter an urgent message, or a dial-by-number directory.
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For more information on dial plans see this documentation: :doc:`dial_plan_basics` or
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:doc:`dial_plan_advanced`.
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.. _voip/axivox/music_on_hold:
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Music on-hold
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=============
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Axivox has the option to add custom hold music to the call whenever a caller is waiting for their
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call to be answered. To add hold music to the Axivox administrative portal, navigate to the
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`manage.axivox.com <axivox_admin_>`_, and log in.
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Then, click on :guilabel:`Music on hold` from the menu on the left, and a :guilabel:`Change the
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music on hold` pop-up window appears.
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On the :guilabel:`Change the music on hold` pop-up window, click the :guilabel:`Choose File` button
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to select an MP3 (MPEG Audio Layer 3) or WAV (Waveform Audio File Format ) file to be uploaded.
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.. note::
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Only :abbr:`MP3 (MPEG Audio Layer 3)` or :abbr:`WAV (Waveform Audio File Format)` files can be
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uploaded to the Axivox administrative portal.
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Once the file is selected, the :guilabel:`Progression` bar shows an upload status. When this
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activity completes, the window can be closed, by clicking :guilabel:`Close`.
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When the desired changes are complete, click :guilabel:`Apply changes` in the upper-right corner of
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the screen.
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