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            Use Voicemail Drop for Outbound Calls

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            Use Voicemail Drop for Outbound Calls

            Save time on outbound calls by automatically leaving pre-recorded voicemail messages. When you reach a user’s voicemail, you can end the call immediately, and proceed to your next work item. Salesforce Voice plays your default message for the user without disconnecting the call.

            Required Editions

            View supported editions.

            Applies to these telephony models

            • Salesforce Voice with Amazon Connect
            User Permissions Needed
            To record and use voicemails: Use Voicemail Drops
            To make calls: Salesforce Voice Contact Center Rep
            Note
            Note Your admin can clone the Salesforce Voice Contact Center Rep or Admin permission sets to enable the Use Voicemail Drops user permission. This feature is available for all users that belong to the cloned permission set. Admins can add or remove users from the permission set as required.

            You can manage your own library of pre-recorded messages. You can upload or record up to 10 voicemail messages. One message is always selected as the default. If you haven’t set a default recording, the first message is automatically selected as the default.

            1. From your profile, go to settings.
            2. In the Quick Find box, enter Voice, and select Voicemail Settings.
              Quick Find box, with the Voicemail Settings option highlighted under the Voice menu.
            3. To add a voicemail drop, click Add Voicemail Drop.
              1. Enter a name for the recording.
              2. Upload a file or Record an Audio from your preferred input device to create the voicemail message.
                To upload an audio file, the audio file must be in .wav format with an 8 kHz sample rate and mono channel.
            4. Save your changes.
              Your voicemail messages are listed in the Outbound Voicemail Drops table. From here, you can reorder the list to change their priority.
              Outbound Voicemail Drops

            Use the Set Default option to set a recording as the default message. Use the Download or Delete option to download or delete the recording.

            Note
            Note You must always have one default recording.

            If you created the S3 bucket and added it to your Amazon Connect instance manually, you must attach the following CORS configuration to the bucket:

            [ { "AllowedHeaders": ["Content-Type"], "AllowedMethods": ["PUT"], "AllowedOrigins": ["https://yourdomain.lightning.force.com"], "ExposeHeaders": ["ETag", "x-amz-request-id", "x-amz-id-2"], "MaxAgeSeconds": 300 } ]

            While making a call from the service console, you can click the drop default voicemail icon to drop your default voicemail or select a more suitable message by using the drop-down icon. Click End Call to end the call without dropping a voicemail message. The sequence of recordings in the drop-down list is determined by their order in the Outbound Voicemail Drops table.

            drop-down list for voicemail drop
            Note
            Note While on call, the recording is live the moment you hear the voicemail beep. Any background noise that’s captured is included in the message. For a professional experience, avoid unnecessary conversation until you drop the voicemail.

            Limitations of Voicemail Drop

            Keep these limitations of voicemail drop in mind.

            • You can’t delete a default recording. To delete your current default, first set a different recording as the default.
            • You must access the Voice and Voicemail Settings tabs directly from a Lightning page. Otherwise, the uploads to the S3 bucket might be rejected due to Cross-Origin Resource Sharing (CORS) errors.
            • To upload an audio file, the audio file must be in .wav format with an 8 kHz sample rate and mono channel.
             
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