If the Edge cannot connect to the cloud, can customers leave a voicemail message?

Yes.

  • If the Edge has a version of the agent’s voicemail greeting in its cache, the customer will hear the greeting and can leave a voicemail message.
  • If the Edge does NOT have a version of the agent’s voicemail greeting in its cache, the customer will get a TTS and can leave a voicemail message.

However, the agent will not be able to listen to the voicemail message until connectivity between the Edge and the cloud is restored and the Edge can make the cloud aware of the recording.