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Listen to a voicemail

A customer leaves a voicemail; the platform stores the audio on the call and the Operator who can see the conversation plays it.

When this happens: The provider reports a voicemail for a call.

Step by step

  1. 1

    Open the notification; the call card reads Voicemail · 0:42 with a play button.

    Leaves a 42-second message after the ring attempts. EasyCRM posts call.voicemail with the audio recordingUrl. EasyCRM marks the call as having a voicemail, downloads the audio within 5 minutes (UC-29.14 describes the fetch), scans it, stores it and attaches it to the call message. EasyCRM sends MissedCall with the text Maria Popescu left a voicemail to the responsible user, or the users whose extension rang.

  2. 2

    Click play, listens and, if needed, writes a note on the call.

Other paths

Voicemail from an unlinked call

A withheld number leaves a voicemail. It is attached to the unlinked call and is playable from the Calls list; it moves with the call when linked.

Operator without recording rights

An Operator who does not hold EasyCrm.Calls.ListenRecordings can still play the voicemail, because it is a message left for the company. They cannot play recorded conversations.

Voicemail arrives late

The voicemail event arrives after the call ended. It is accepted as a later event on the same call and updates the card.

If something goes wrong

Audio cannot be fetched

The download fails; it is retried with backoff for up to 24 hours. After that the card reads Voicemail unavailable and RecordingFetchFailed is recorded.

File rejected

The file is not an accepted audio type, exceeds 200 MB or fails the scan. It is not stored and the card reads Voicemail unavailable.

Conversation not visible

The Operator's visibility scope does not include the conversation. The voicemail is not shown or playable.

Good to know

  • A voicemail is stored like a recording, in the platform's object storage, never read from the provider's URL.
  • Anyone who can see the conversation can play its voicemail; EasyCrm.Calls.ListenRecordings covers recorded conversations only.
  • A call with a voicemail remains a missed call.
  • Voicemail playback is included in the customer's data export and removed by erasure.