If you have the voicemail app deployed, you can configure a Flow Engine Queue Treatment to offer voicemail. When leaving a voicemail, whether using Flow Engine or custom built flows, the voicemail app’s agentLookup lambda expects to find a mailboxKey contact attribute in the contact flow event sent to the lambda.
The mailboxKey attribute is the same as the extension field you see on the voicemail app’s frontend UI. The extension is typically a 4-digit extension for agents, however it is in fact completely arbitrary. It can be any string of text. Many times queue names serve as mailbox extensions. Another important thing to note is that, even though the lambda function is called “agent” lookup, the function is not always trying to find an “agent” mailbox, but rather a queue mailbox.
The voicemail configuration of Flow Engine Queue Treatment allows you to choose from three different sources for the mailboxKey.
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Working Queue Name
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If a queue mailbox is set up for the working queue, VF_DEFAULT_QUEUE_TREATMENT will lookup the mailbox from the queue name.
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Upstream Flow
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There may be scenarios where the mailboxKey has already been set, such as eliciting customer input in an upstream flow before sending the call on to a Flow Engine Queue Treatment. In such cases, check the “set in upstream flow” box and VF_DEFAULT_QUEUE_TREATMENT will not attempt to set a mailboxKey
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Set the extension through the Flow Engine Queue Treatment
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If you choose, you can store an extension right in the queue treatment data that will be set in VF_DEFAULT_QUEUE_TREATMENT. When the data is received, the provided mailboxKey will be set and used for the agent lookup.
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Voicemail Prompts
Set the prompts the customer will hear when going through the voicemail process. You will find helpful suggestions in the placeholders. Currently, the DTMFs for Callback and Voicemail are fixed as shown in the placeholder examples.
If it’s desired to have different DTMF inputs, it will take some tweaking of the VF_DEFAULT_QUEUE_TREATMENT flow. Stay tuned for later versions of Flow Engine to see if DTMF inputs become configurable from the UI.