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  • 1.  Voicemail Callbacks routing or removal from the queue

    Posted 03-17-2021 08:32
    Hi,

    If the customers call after the working hours their voicemails are added to a separated voicemail callback queue. Once an agent is available, the supervisor assigns him/her to this queue to finish off all the callbacks after listening to the voicemails if any.

    Due to lack of agents, callbacks weren't made for some time and this has turned into quite a backlog now.

    When the agents were available, we assigned an agent to the voicemail callback queue, the oldest callback was routed to the agent first. Please refer to the image below. It shows a callback added in the queue approximately 22 days ago which is no longer relevant now. 

    • Oldest voicemail callback

    We need your help to cope with below challenges

    1. How can we only route voicemail callbacks to the agent in recent first order?
    2. OR Only route yesterday's voicemail callbacks keeping oldest first order?
    3. Remove/delete older (day before yesterday and ago) voicemail callbacks from the queue?


    #Ask Me Anything (AMA)
    #Outbound

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    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies - Dubai
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  • 2.  RE: Voicemail Callbacks routing or removal from the queue
    Best Answer

    Posted 03-19-2021 13:12
    1. How can we only route voicemail callbacks to the agent in recent first order?
      You could change the priority of the voicemail callbacks in queue before creating the callback.  This would be done with an API.  
    2. OR Only route yesterday's voicemail callbacks keeping oldest first order?
      Callbacks and voicemail callbacks are placed into the queue at the same position where the call was and should come up at approximately the time of the original call.  If you want different ordering, flow out to another queue and create callback there. 
    3. Remove/delete older (day before yesterday and ago) voicemail callbacks from the queue?
      Use the Disconnect Interaction in Admin to disconnect them.  If you want an automation, you would have to do that with a web service outside of Genesys Cloud looking at notifications and API's to monitor and disconnect.


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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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