What happened to the Voicemails screen¶
This page is part of the case management guide, kept separately because it stops being useful once nobody remembers the old screen.
The Voicemails area has been removed from the CRM. It is not hidden behind a role and it is not somewhere else in the menu — it is gone, along with everything behind it.
Everything it showed is now in CRM → Cases:
| On the old Voicemails screen | Where it is now |
|---|---|
| The list of calls | The case queue, filtered to Source: Voicemail |
| The list it opened on | Source: Voicemail and Status: New — see below |
| The transcript | The Voicemail panel on the case |
| The recording | The Voicemail panel on the case |
| The calling number | The Voicemail panel on the case, and in the case's subject |
| The category | The case's category |
| Actioned / not actioned | The case's status: an actioned voicemail became Resolved, an unactioned one New |
| Follow-ups | Follow-up set entries on the case's timeline |
Every voicemail that existed was copied onto a case. Each one kept the call's own date and time, so age and backlog still mean what they meant — historic calls were not all re-dated to the day the move ran.
Getting your old working list back¶
The old screen opened on Pending Action — calls nobody had dealt with yet. The case queue has no default filter and opens on everything, so Source: Voicemail on its own gives you the entire history of calls, including every one already handled.
The equivalent of the old default is Source: Voicemail and Status: New.
Unactioned voicemails became New and actioned ones became Resolved, so those two filters together are the list the old screen used to open on. Set both and bookmark it — filters survive in the page's web address.
Old follow-ups may name somebody without linking to them.
On the old screen, whoever followed a call up was typed into a box as free text. Where that text matched a staff member by email or name, the timeline entry is attributed to them. Where it did not — a typo, or an informal name like "Sam on the bar" — the entry shows the name exactly as it was typed but is not linked to anybody. That is deliberate: minting a staff member out of a typed name would create a person you could then assign real work to.
A migrated follow-up is a record of a call-back that already happened, not one that is due.
The word means two different things either side of the move, and the screen does not distinguish them. On the old Voicemails screen a follow-up was a free-text note about a call-back somebody had already made. On a case, a follow-up is a future due date — see Follow-ups.
Migrated follow-ups are the first kind. Each one is a timeline entry dated to when the call-back happened, and no migrated case has a due date at all — the move did not set one on anything. But the timeline heads every follow-up entry with the words Follow-up set, so a migrated entry reads as though somebody scheduled a call-back that has long since gone past. It did not. If a migrated case has nothing in its Due field, nothing is outstanding on it.
A migrated case with no follow-ups has an empty timeline.
It will say Nothing has happened to this case yet. That is correct rather than broken: the old screen recorded nothing about a call except the call itself, so there was nothing to copy across.
The case is now the only copy.
The old voicemail records have been deleted. Every transcript, recording, calling number, category and follow-up now exists only on the cases they were copied to. Nothing can be recovered from the old screen, because there is nothing left behind it.