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!
#Connect with a Customer
#DigitalChannels#Telephony#GenesysCallback------------------------------
William
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