I have a shared mailbox which is used to support overflow calls from a helpdesk. The mailbox creates MWI to several agent phones, who may simultaneously try to access the mailbox. The concern I have is when multiple agents try to access the same message simultaneously, they will all hear the same message as a new message and try to respond. Is the message marked as read as soon as it starts to play out to the first agent, or is the message only marked as read when the message has finished playing? Is there any way to control that behaviour, so that only the first retrieval call finds the new message?
Advanced Setting' tool and set to 0 the 'Conversation - Delay Mark
As Read' parameter, here is the doc on that.
Conversation - Delay Mark As Read
When enabled (default), a message will be marked as read only after a user
has completely finished with the message and moved onto the next one without
saving it as new.
When disabled (old behavior prior to this feature), a message would be
marked as read as soon as the user begins to start listening to it.
0 - Mark message read when beginning to play (old behavior)
1 - Mark message read when the user is finished with it. (Default)