Action limitations for items of a shared voicemail inbox
A voice message (VM) received from a phone number is associated with a shared VM inbox that is accessible to a group of users. The group of users includes a first user and a second user. The VM is assigned to the first user. The first user is determined not to have responded to the VM within a predefined response time. Responsive to the determination that the first user did not respond to the VM within the predefined response time, the VM is reassigned to the second user; a callback action associated with the VM is enabled for the second user; and the callback action is disabled for the first user. A status associated with the VM is updated based on performance of the callback action.
1. A method, comprising:
associating a voice message (VM) received from a phone number with a shared VM inbox that is accessible to a group of users including a first user and a second user;
assigning the VM to the first user, wherein assigning the VM to the first user includes enabling a callback action for the first user;
determining that the first user did not respond to the VM within a predefined response time;
responsive to determining that the first user did not respond to the VM within the predefined response time:
reassigning the VM to the second user,
enabling for the second user the callback action associated with the VM, and
disabling for the first user the callback action; and
updating a status associated with the VM based on performance of the callback action.
2. The method of claim 1 , wherein the callback action is used to initiate a call to the phone number.
3. The method of claim 1 , further comprising:
identifying the second user based on an escalation rule.
4. The method of claim 1 , wherein the VM is assigned to the first user based on an identified sentiment of the VM.
5. The method of claim 1 , wherein the VM is assigned to the first user based on content of the VM that is obtained using speech to text conversion.
6. The method of claim 1 , wherein the VM is assigned to the first user based on a determined time zone for the phone number.
7. The method of claim 1 , further comprising:
preventing a third user from performing the callback action responsive to determining that the VM is assigned to the second user.
8. A device, comprising:
a memory; and
a processor, the processor configured to execute instructions stored in the memory to:
associate a voice message (VM) received from a phone number with a shared VM inbox that is accessible to a group of users including a first user and a second user;
assign the VM to the first user, wherein assigning the VM to the first user includes enabling a callback action for the first user;
determine that the first user did not respond to the VM within a predefined response time;
responsive to determining that the first user did not respond to the VM within the predefined response time:
reassign the VM to the second user,
enable for the second user the callback action associated with the VM, and
disable for the first user the callback action; and
update a status associated with the VM based on performance of the callback action.
9. The device of claim 8 , wherein the callback action is used to initiate a call to the phone number.
10. The device of claim 8 , wherein the processor is further configured to execute instructions stored in the memory to:
identify the second user to reassign the VM to based on an escalation rule.
11. The device of claim 8 , wherein the VM is assigned to the first user based on an identified sentiment of the VM.
12. The device of claim 8 , wherein the VM is assigned to the first user based on content of the VM that is obtained using speech to text conversion.
13. The device of claim 8 , wherein the VM is assigned to the first user based on a determined time zone for the phone number.
14. The device of claim 8 , wherein the processor is further configured to execute instructions stored in the memory to:
prevent a third user from performing the callback action responsive to determining that the VM is assigned to the second user.
15. A non-transitory computer-readable storage medium storing instructions operable to cause one or more processors to perform operations comprising:
associating a voice message (VM) received from a phone number with a shared VM inbox that is accessible to a group of users including a first user and a second user;
assigning the VM to the first user, wherein assigning the VM to the first user includes enabling a callback action for the first user;
determining that the first user did not respond to the VM within a predefined response time;
responsive to determining that the first user did not respond to the VM within the predefined response time:
reassigning the VM to the second user,
enabling for the second user the callback action associated with the VM, and
disabling for the first user the callback action; and
updating a status associated with the VM based on performance of the callback action.
16. The non-transitory computer-readable storage medium of claim 15 , wherein the callback action is used to initiate a call to the phone number.
17. The non-transitory computer-readable storage medium of claim 15 , wherein the operations further comprise:
identifying the second user to reassign the VM to based on an escalation rule.
18. The non-transitory computer-readable storage medium of claim 15 , wherein the VM is assigned to the first user based on an identified sentiment of the VM.
19. The non-transitory computer-readable storage medium of claim 15 , wherein the VM is assigned to the first user based on content of the VM that is obtained using speech to text conversion.
20. The non-transitory computer-readable storage medium of claim 15 , wherein the VM is assigned to the first user based on a determined time zone for the phone number.