The Leave-VM transfer button: sending a customer to your voicemail message

Sometimes you reach an answering machine, or you just want to leave a recorded message and move on. The Leave-VM button in the transfer-conf frame does exactly that: it blind transfers the customer to a campaign-defined voicemail message and plays it, no agent required.

What the button does

Leave-VM maps to the LEAVE_VM value of the transfer_conference function, described as a blind transfer of the customer to the campaign-defined voicemail message. It is a hands-off Cold transfer to a recording rather than to a person, which is why it does not need an in-group or a closer on the other end. It behaves like an automated Voicemail drop, freeing the Agent to take the next call.

Where the message comes from

The prompt itself is set in the Answering Machine Message campaign field. You point it at an audio file in the audio store or a TTS prompt if TTS is enabled. It even supports dynamic filenames with the DYN flag, so DYN--A--user--B-- for agent 1234 looks for a file named 1234.wav, letting each agent leave their own voice. The agent triggers that prompt when they click the Answering Machine Message button in the transfer-conf frame.

If you want agents to pick from several messages, set a VM Message Group on the campaign. The VM transfer panel button then opens a new panel showing every message in that group, and the agent chooses which one plays to the customer's voicemail box. That is handy when different lists or offers each need their own script.

Dynamic and advanced message options

The Answering Machine Message field accepts more than a single static file. If you need to stitch several files together, you can put them in a settings container and reference it with STC followed by the container ID. There is also an LTT option for systems with custom programming that build the message per call, and the related LTTagent value is what you use when driving the prompt through the vm_message agent API function.

If you want different leads to hear different things, AM Message Wildcards lets you match data in a default lead field and play a different message based on that lead. You enable it, submit, and an administration link appears where you define the wildcards. It is more setup than a single file, but it means one campaign can leave tailored messages without juggling separate lists.

Two settings worth knowing

Leave VM No Dispo keeps the agent on the talk screen instead of jumping them to the Disposition screen when they send a call to a VM message. Voicemail Message Daily Limit caps how many times a message plays to one lead in a single day; once the limit is hit the call is hung up instead of playing the message, and it applies even when an agent sends the message manually. The default for that limit is 0, which means disabled.

How the button flows

flowchart TD
  A[Agent on live call] --> B{Reached an answering machine}
  B -->|Yes| C[Click Leave-VM]
  C --> D[Blind transfer to VM message]
  D --> E[Campaign prompt plays]
  E --> F{Leave VM No Dispo set}
  F -->|Yes| G[Stay on talk screen]
  F -->|No| H[Go to disposition]
  B -->|No| I[Continue the call]

Leave-VM is a one-way drop, so do not reach for it when you actually want a person on the line. If the customer is live and you need a specialist, that is a Warm transfer instead. For the live-handoff path, see what Dial With Customer does, and for every transfer option side by side, the transfers and closers guide is the map.

Want voicemail messages, daily limits, and the VM panel set up without digging through campaign fields? Our pricing page has the details.