After recording their voicemail message, callers can press 5 to mark it as private. This feature has a significant negative impact on teams who use unanswered, voicemail-only extensions to manage large volumes of calls from a shared email inbox that voicemails are forwarded to (they don't manage voicemails from within the ACO account itself and don't even have access to it). When a caller designates their voicemail message as private, the ACO system cannot forward it to email and the only way to access the message is to sign in to the ACO account. Another option for callers is to press 4 to mark their message as urgent, which also causes issues. These teams triage calls in the order they're received, so a caller being able to designate their voicemail message as urgent makes them think they're jumping the queue (and that the clearly stated turnaround time on the greeting won't apply to them). The ability for callers to designate their voicemail message as either private or urgent causes massive inconvenience for our teams and false expectations for callers.
Katie
supported this idea
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After recording their voicemail message, callers can press 5 to mark it as private. This feature has a significant negative impact on teams who use unanswered, voicemail-only extensions to manage large volumes of calls from a shared email inbox that voicemails are forwarded to (they don't manage voicemails from within the ACO account itself and don't even have access to it). When a caller designates their voicemail message as private, the ACO system cannot forward it to email and the only way to access the message is to sign in to the ACO account. Another option for callers is to press 4 to mark their message as urgent, which also causes issues. These teams triage calls in the order they're received, so a caller being able to designate their voicemail message as urgent makes them think they're jumping the queue (and that the clearly stated turnaround time on the greeting won't apply to them). The ability for callers to designate their voicemail message as either private or urgent causes massive inconvenience for our teams and false expectations for callers.