> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/manage-outbound-dialing/voicemail-dialer.md).

# Configure the Voicemail Dialer

Configure and validate the Voicemail Dialer for Dialogue Cloud Neo (Connect).

The Voicemail Dialer distributes stored voicemail messages to agents so the messages can be handled through normal agent routing.

{% hint style="info" %}
This guidance applies to Dialogue Cloud Neo (Connect). Dialers are not available for Dialogue Cloud Neo (Unify). For the deployment-model differences, see [Connect vs Unify](/set-up-dialogue-cloud-neo/connect-vs-unify.md).
{% endhint %}

This page documents the currently supported Voicemail Dialer behavior for Dialogue Cloud Neo (Connect).

## Before you begin

* Confirm that Voicemail Dialer is licensed and enabled for the customer environment.
* Confirm that voicemail messages are stored in the configured location for the environment.
* Confirm which skill should receive voicemail sessions.
* Confirm whether voicemail delivery is allowed outside business hours for the customer environment.
* Test queue priority, prompts, DTMF handling, and retry behavior before enabling production delivery.

## Current behavior

Voicemail Dialer:

* Uses regular agents and skills.
* Does not use the legacy `VoicemailAgents` list.
* Does not call an agent who is already in a call or otherwise unavailable.
* Queues voicemail sessions if no agents are available.
* Allows agents to take voicemail sessions from the queue.

## Configure Voicemail Dialer settings

| Setting                                     | Purpose                                                                                                                  | Value or default                                                             |
| ------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------- |
| `EnableVoicemailDialogueDialer`             | Enables or disables the Voicemail Dialer.                                                                                | `True` or `False`; default `False`.                                          |
| `EnableVoiceMailDialerOutsideBusinessHours` | Controls whether the dialer can deliver voicemail outside business hours.                                                | `True` or `False`; default `False`.                                          |
| `VoiceMailDialerDeclineRetry`               | Number of retry attempts when an agent declines a voicemail message.                                                     | Default `3`; configure per deployment.                                       |
| `VoiceMailDialerDeclineRetryTime`           | Number of minutes between retry attempts.                                                                                | Default `15`; configure per deployment.                                      |
| `VoicemailQueueStrategy`                    | Determines how voicemail sessions are placed in the queue.                                                               | `ProcessTime` or `ProcessTimeLowPriority`; default `ProcessTimeLowPriority`. |
| `VoicemailMaximumActiveSessions`            | Maximum number of active voicemail sessions. When reached, new sessions are postponed until active sessions are handled. | Default `1`                                                                  |

## Configure prompts

| Setting                       | Purpose                                                      | Default                                     |
| ----------------------------- | ------------------------------------------------------------ | ------------------------------------------- |
| `VoicemailTextToSpeech`       | Text spoken when the agent answers the hunt from the dialer. | `Welcome. Press one to receive a voicemail` |
| `VoicemailFailedToRetrieve`   | Message played if the voicemail cannot be downloaded.        | `Failed to retrieve the voice mail.`        |
| `VoicemailReplayTextToSpeech` | Message played after the voicemail audio file has played.    | `Press 9 to replay the voicemail.`          |

## Queue strategy

`VoicemailQueueStrategy` controls how voicemail sessions are prioritized.

| Value                    | Behavior                                                                                                                        |
| ------------------------ | ------------------------------------------------------------------------------------------------------------------------------- |
| `ProcessTime`            | Voicemail sessions are queued by the time the dialer processed the message. Voicemail messages and callers have equal priority. |
| `ProcessTimeLowPriority` | Voicemail sessions are queued by processing time with low priority. Regular callers have priority over voicemail messages.      |

## Agent call flow

1. The dialer speaks `VoicemailTextToSpeech` to the agent.
2. The agent presses DTMF `1` to accept the voicemail.
   * To decline the voicemail, the agent disconnects the call.
   * Declined voicemails are retried according to the retry settings.
3. After the agent accepts, the voicemail plays.
   * If the agent presses DTMF `8` while the voicemail is playing, playback is interrupted and the voicemail is deleted.
   * If the agent disconnects while the voicemail is playing, the dialer retries delivery later.
4. After the voicemail message completes, the dialer speaks `VoicemailReplayTextToSpeech`.
   * If the agent presses DTMF `9` within 30 seconds, the voicemail is replayed.
5. After the voicemail has played to the end, the agent can disconnect. The dialer marks the voicemail as processed.

## Skill selection

Use the applicable callflow or routing guidance for the customer environment to configure which skill receives voicemail sessions.

Operational rules to validate:

* Waiting Queue voicemail actions can use skill dependency when configured.
* If no skill dependency is configured, the voicemail action can use its configured default skill.
* If neither is configured, the skill for which the customer was waiting can be used.
* IVR voicemail actions can use the skill configured on the IVR question.
* Voicemail messages without a skill require operational correction before they can route correctly.

## Validate the configuration

* Confirm that voicemail sessions hunt the expected skill.
* Confirm that unavailable agents are not called.
* Confirm that queue priority matches the selected queue strategy.
* Confirm that DTMF `1`, `8`, and `9` behave as expected in a controlled test.
* Confirm that declined, disconnected, replayed, deleted, and completed voicemail messages receive the expected processing state.


---

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