Voicemail links are delivered exclusively by email. You cannot access them in CDESK – they do not appear in the phone panel, the call history or the requests section, and you cannot play them back or download them within the app. Furthermore, the email is sent to only one address, namely the one specified in the settings: in the Configuration in CDESK scenario, this is the Email for recordings field in the IVR and Telephony tab; in the Configuration in Zadarma scenario, the voicemail is handled by the PBX, so the address is entered in the Zadarma portal.
You will see such a call in the call list – the voicemail automatically accepts it, so it has the ‘Received’ status – but the actual recording of the link is not included. The only way to access the link is via that email.
Notice: It is therefore important whose address you enter there. If it is a colleague’s home address, nobody will be able to access the links whilst they are on leave or after they have left the company.
We therefore recommend entering a general address (for example, podpora@firma.sk) that is forwarded to CDESK, and creating a rule for it in Global Settings → Message processing, which will create a request from any received message. Each link in the voicemail will thus generate a request with the recording as an attachment – it will be logged, assigned to an assignee and tracked just like any other request. This ensures that no link from the voicemail box is missed, even when a particular person is unreachable.