Admin User Functions

Voicemail to Ticket Functionality

This article will provide a walkthrough on setting up the voicemail to ticket functionality.

What Voicemail to Ticket Does

Voicemail to ticket functionality in 1Stream allows for voicemails and their transcriptions to be translated over into a ticket on a set board. Currently, this functionality is available to ConnectWise and AutoTask integrations. 

Transcription Action Required

The transcription service should be turned on in order for this function to work as intended. For information on transcription activation, please see our Voicemail Transcription article

Without the transcription being on, the voicemail file will be attached to the ticket with the contact details on the ticket within the board specifications.

1Stream Level Feature Notice

This feature is available for only Core level 1Stream users and up. If you would like this feature to be available, then please reach out to your bvoip Sales Representative to upgrade user licensing. 

Lite plan users can have a version of this functionality, as shown in our Sending Voicemails to Ticket System article.

How to Setup Voicemail to Ticket for ConnectWise

  1. Log into the 1Stream Portal.
  2. Go to the Administration menu.
    CONNECTWISEINTEG8
  3. Choose the Manage Organization option. The page will refresh. 
  4. Scroll down to the CRM Settings section. VMtoTix1
  5. Click on the ConnectWise text. The Modify ConnectWise Connection Settings pop-up will appear. 
  6. Scroll down to the Client VoiceMail Extensions To Tickets section. VMtoTix2
  7. Click on the green circled + to open the configuration pop-up. The Add New Client Voice Mail Extensions to Tickets pop-up will appear. VMtoTix3
  8. In the Extension Number field, input the desired extension number that will receive the voicemails that should be pushed to ticket.
  9. In the Select Board drop-down, select the desired board that the voicemails should be sent over to. 
  10. In the Select Type drop-down, select the desired type that should apply to the voicemail ticket. 
  11. In the Select Sub Type drop-down, selected the desired sub type that should apply to the voicemail ticket, if applicable. 
  12. In the Select Item drop-down, select the desired item that should apply to the voicemail ticket, if applicable. 
  13. In the Select Status drop-down, select the desired status that should apply to the voice mails ticket.
  14. Click the Save button. 

Once done, any voicemails received for the assigned extension will produce a ticket with the voicemail file and transcription as an attachment. It does take a few minutes for the voicemail to be transcribed and the ticket to be created. 

Not Seeing the Correct Board?

If you are not seeing the correct board to be selected in the Select Board drop-down, ensure that you have the boards synced up with your CRM. For information on managing your CRM ticket boards, please see our Managing Ticket Boards article

How to Setup Voicemail to Ticket for AutoTask

  1. Log into the 1Stream Portal.
  2. Go to the Administration menu.
    CONNECTWISEINTEG8
  3. Choose the Manage Organization option. The page will refresh. 
  4. Scroll down to the CRM Settings section. ATVE1-2
  5. Click on the AutoTask text. The Modify AutoTask Connection Settings pop-up will appear. 
  6. Scroll down to the Client VoiceMail Extensions To Tickets section. ATVE1-1
  7. In the Selected Extensions section,  click on the checkboxes select the desired extensions to have voicemails go to ticket. 
  8. In the Issue Type drop-down, select the desired issue type to be selected on. 
  9. In the Queue drop-down, select the desired queue that should apply to the voicemail ticket. 
  10. In the Status Type drop-down, selected the desired status that should apply to the voicemail ticket. 
  11. In the Sub Issue Type drop-down, select the desired sub issue that should apply to the voicemail ticket, if applicable. 
  12. In the Category drop-down, select the desired category that should apply to the voice mails ticket.
  13. In the Priority drop-down, select the desired priority that should apply to the voice mails ticket.
  14. Click the Save button. 

Once done, any voicemails received for the assigned extension will produce a ticket with the voicemail file and transcription as an attachment. It does take a few minutes for the voicemail to be transcribed and the ticket to be created. 

Not Seeing the Correct Board?

If you are not seeing the correct board to be selected in the Select Board drop-down, ensure that you have the boards synced up with your CRM. For information on managing your CRM ticket boards, please see our Managing Ticket Boards article