Genesys Engage on-premises

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Play Voicemail before a Callback

  • 1.  Play Voicemail before a Callback

    Posted 11-06-2020 11:25
    Edited by William Seegers 11-16-2020 05:11
    Hi all

    We have set up a GMS voice callback solution (agent preview, user terminated).
    For the callback, we use either the identified ANI or a alternate phone number entered via DTMF.

    Our customer would like to have the following enhancement:
    • When placing the voice callback request, the caller can record a voicemail (to explain what the callback is about)
    • This specific voicemail is played to the agent
    • Optional: The agent can replay the specific voicemail
    • Then the actual callback to the client is initiated

    I have already voted for the Feature Request (https://genesysengage.ideas.aha.io/ideas/ENINB-I-577).
    Any ideas how we could solve this in the mean time?


    Looking forward to your ideas!
    #ConnectwithaCustomer
    #DigitalChannels
    #Telephony
    #GenesysCallback
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    William
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