Frequently Asked Questions

• Clients would like to give their supervisors access to only their agent's voicemail mailboxes. Can we configure a user to see agent mailboxes?  Or is this only an admin role?

At this time, the solution only caters for Administrators in this use case. Please contact us if further enhancement of this functionality is of interst to you.

• Does this version have the ability to send an voicemail notification as an Amazon Task?

At this time, the solution does not have this functionality. Please contact us if further enhancement of this functionality is of interst to you.

• Does Cognito have expirations on the user's password?

At this time, the solution does not have this functionality. Please contact us if further enhancement of this functionality is of interst to you.

• If Cognito is federated with their SSO and would the user's password expiration be controlled by their SSO policy?

Yes, when federated with a customer Identity Provider such as AzureAD or Okta, the IdP controls all Authentication and Authorisation.

• Are queue voicemails visible to anyone who has the queue voicemail mailbox assigned to them?

Yes, Queue Voicemails are able to be viewed by all users who have the queue assigned to them.

• How does the system determine who receives the email notification for the queue voicemail? 

There is an email associated with the mailbox when the queue mailbox is created.

• I noticed when setting up the queue voicemail it requires a email address.  If multiple agents need to be notified when a voicemail is available for a specific queue, does the email address of the queue voicemail mailbox need to be a group email on the client's email system?

Yes, using distribution lists is supposed and recommended in this use case however take privacy into consideration before configuring emails to send to email distribution lists.