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Connie Voice Direct + Voicemail Setup

Connie Voice Direct + Voicemail provides custom wait/hold experience, custom greetings, hold music, department routing, and off-hours voicemail routing. This implementation can route all calls directly to voicemail or provide professional queue experiences before voicemail collection.

Caller Experience​

  • Caller dials your number
  • Custom greeting plays immediately
  • Caller records their message
  • Call ends with confirmation
  • Quick and simple interaction

When to Use​

  • Organizations needing professional voicemail experiences
  • After-hours intake lines with custom greetings
  • Services requiring department-specific voicemail routing
  • Organizations wanting branded hold music and greetings
  • Custom wait experiences before voicemail collection

Technical Implementation​

Studio Flow Configuration​

This workflow uses the simplest possible Studio Flow:

  1. Incoming Call → Play Greeting → Record Message → Hang Up
  2. Optional: Create Task for agent follow-up
  3. Optional: Send Email notification

Required Components​

  • Basic Studio Flow (3-4 widgets maximum)
  • Recording storage configuration
  • Custom greeting audio file
  • Optional: Task creation for follow-up

Setup Steps​

  1. Create Voicemail Greeting

    • Record professional greeting message
    • Include instructions for leaving message
    • Upload to Twilio Assets or external hosting

  2. Configure Simple Studio Flow

    Start → Play Greeting → Record Voicemail → [Optional: Create Task] → End

  3. Set Recording Parameters

    {
      "max_length": 300,
      "play_beep": true,
      "trim": "trim-silence",
      "transcribe": false
    }

  4. Optional: Task Creation

    • Create ConnieRTC task for each voicemail
    • Include caller information and recording URL
    • Route to appropriate agent queue

Recording Configuration​

Storage Options​

  • Twilio Recordings: Automatic storage in Twilio
  • External Storage: Webhook to your system
  • Temporary: Auto-delete after processing

Quality Settings​

  • Standard: Good quality, smaller files
  • High: Better quality, larger files
  • Custom: Specific bitrate/format requirements

Security Considerations​

  • Recording encryption at rest
  • Access controls for playback
  • Retention policies for compliance

Studio Flow Implementation​

The Connie Voice Direct + Voicemail experience is implemented using the Studio Flow:

  • "Connie Voice Direct + Voicemail (Auto-Route)" - All calls terminate in voicemail

Current NSS Implementation​

The NSS (Northeastern Social Services) deployment provides a working example:

  • Production Line (+17259999678): Uses "Connie Voice Direct + Voicemail (Auto-Route)" Studio Flow
  • Configuration: All calls terminate in voicemail system
  • Features: Professional greeting with immediate voicemail collection

Advantages​

  • Simplest Setup: Minimal configuration required
  • Cost Effective: No agent time for initial contact
  • Always Available: 24/7 message collection
  • Scalable: Handles unlimited concurrent calls
  • Fast: No wait times for callers

Limitations​

  • No Real-time Support: Callers can't speak to agents immediately
  • Follow-up Required: All messages need agent review
  • Limited Interaction: No complex call routing
  • Asynchronous Only: No immediate problem resolution

Adding Features​

This workflow pairs well with these add-ons:

Advanced Configurations​

Business Hours Awareness​

Add conditional logic for different greetings:

  • Business Hours: "We're currently helping other callers..."
  • After Hours: "Our office is currently closed..."
  • Holidays: "We're closed for the holiday..."

Department Routing​

Even voicemail-only can route to different queues:

  • General: Standard intake messages
  • Urgent: High-priority routing for callbacks
  • Specific Services: Departmental message handling

Message Classification​

Route different message types:

  • New Clients: Intake queue
  • Existing Clients: Account management
  • Emergencies: Urgent notification system

Migration Paths​

From Connie Voice Direct​

  • Add custom greetings and hold music
  • Implement department routing logic
  • Configure business hours awareness

To Connie Voice Direct + Wait Experience​

  • Add caller options menu (callback/voicemail choice)
  • Implement wait experience with hold music
  • Add queue position management

Troubleshooting​

Common Issues​

  • Recording not starting: Check Play widget configuration and timing
  • Greeting not playing: Verify audio file format and URL accessibility
  • Messages too short: Adjust recording timeout and beep settings
  • Tasks not created: Check TaskRouter configuration and webhook connectivity

Audio Quality Issues​

  • Poor recording quality: Check network connection and audio settings
  • Greeting distorted: Verify audio file format and bitrate
  • Silent recordings: Check microphone permissions and connection

Quick Fixes​

  • Test greeting playback from different devices
  • Verify Studio Flow transitions between widgets
  • Check Twilio Console for recording status
  • Monitor webhook delivery for task creation

Best Practices​

Greeting Message Content​

  • Keep under 30 seconds
  • Clearly state organization name
  • Provide expected callback timeframe
  • Include alternative contact methods if urgent

Follow-up Process​

  • Establish SLA for message response
  • Create workflow for message prioritization
  • Set up escalation for urgent messages
  • Track response times and caller satisfaction