Personal voice mailbox

Here, you can manage the settings for personal voice mailboxes.

This panel includes options that:

• Apply only globally, so all the voice application instances inherit these settings (e.g., "No trash folder in IVR").
• Apply globally, but can be overridden for specific application instances (e.g., "Allow to check account balance") with a specified entry point. If a user accesses the personal voice mailbox through a designated entry point, such as *98, the specific application's configuration takes effect. If the entry point is not set for the voice mailbox or the user dials their extension to reach their mailbox, the global configuration applies.

  

Turn on this toggle to allow end users to check their current balance using the voice mailbox IVR.

This setting can be overridden for a specific voice application.

Turn on this toggle to allow end users to make outgoing calls via their voice mailbox IVR.

This setting can be overridden for a specific voice application.

Turn on this toggle to prevent the IVR from playing announcements and only play the dial tone when end users make outgoing calls from their voice mailboxes. When this option is enabled, users will have only one attempt to enter the phone number.

This setting can be overridden for a specific voice application.

Enable this option to announce the credit limit after the balance announcement.  This helps distinguish between cases where credit limits are assigned as a precaution (meaning the end user does not need to be informed) and cases where they are an integral part of the service. For example, when loyal customers receive higher credit limits as a reward for long-term engagement.

This setting can be overridden for a specific voice application.

You can configure personal voice mailbox applications to announce the current balance for credit accounts in one of three modes:

• Funds/balance – for prepaid customers (those who have a credit limit of 0), announce “available funds” (calculated as credit limit minus balance). For postpaid customers, announce the current balance.
• Balance – always announce the balance (typically for postpaid customers).
• Backward compatibility – this mode is enabled by default. It announces available funds as credit limit minus balance for all customer types. For example, if the credit limit is set to $100 and the balance is $25, the announcement will be “Your balance is $75".

This setting can be overridden for a specific voice application.

Turn on this toggle to permanently delete voicemail messages via IVR, regardless of the account’s self-care settings.

This option can only be set globally.

Turn this toggle on to play a prompt informing that the mailbox is full when a user reaches the voicemail application.

This setting can be overridden for a specific voice application.

Specify the directory where the custom prompt files are located. If no folder is set, the system will use the default files. For example, if you put customized English prompts under the directory:

/porta_var/psmsc/customfiles/prompts/brands/my_company/en,

specify “my_company” in this field.

This setting can be overridden for a specific voice application.

This allows you to apply a special rating to outgoing calls made by customers via the voicemail IVR.

For example, if an admin specifies the VOICEMAIL access code in the global settings, then PortaBilling will use a rating entry with this very access code from the account’s product to authorize outgoing calls from users’ voice mailboxes.

This setting can be overridden for a specific voice application.

Turn the toggle on to allow the end users to change their voicemail greetings in the extended greetings options menu. For example, a user can record a customized greeting that includes information about their schedule. See more details here.

By default, the Extended greetings options menu is disabled.

This setting can be overridden for a specific voice application.