Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

routing queue voicemail to external contact

  • 1.  routing queue voicemail to external contact

    Posted 10-30-2019 12:00
    We are fairly new to PureCloud.  We occasionally get a queue voicemail that we need to transfer to an employee in our organization that is not on PureCloud.  When we try to use the transfer option we only get users and queues as an option to transfer too.  Is there a way to also pull in our other employees from our external contacts?
    #Unsure/Other

    ------------------------------
    Tonna Winkers
    Credit Union National Association, Inc.
    ------------------------------


  • 2.  RE: routing queue voicemail to external contact

    GENESYS
    Posted 10-30-2019 12:15
    See the entry marked Best Answer in this thread: https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=4e715f80-d734-4236-93d1-1d206040e00d&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: routing queue voicemail to external contact

    Posted 11-05-2019 13:23
    Thanks George!  I reviewed the attached thread and that looks like it's for email.  Do you have a similar thread around forwarding voicemail's to external contacts who are not on PureCloud?
    Thanks,

    ------------------------------
    Tonna Winkers
    Credit Union National Association, Inc.
    ------------------------------



  • 4.  RE: routing queue voicemail to external contact

    GENESYS
    Posted 11-06-2019 10:15
    Edited by George Ganahl 11-06-2019 10:16
    I'm sorry, Tonna...I think my brain read "email" where you typed "voicemail" :-(

    I'll have to go back to the drawing board. You are talking about forwarding the Callback with included Voicemail that the agent gets routed, correct?

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 5.  RE: routing queue voicemail to external contact

    GCAP Member
    Posted 11-11-2019 06:45
    Hi Tonna,

     Are you looking to do this out of hours? If so you can change the scheduling for the line and then transfer it to any external number for voicemail to be left.

     I understand this may not be exactly what you're looking for, but at least the voicemails would reach the intended recipient?

     Thanks
     Gordon

    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------