Genesys Cloud CX

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  • 1.  forward to voicemail timer on agent personal line

    GCAP Member
    Posted 10-01-2021 12:21
    calls are forwarding to agent's voicemail if not answered in about 12 seconds, is this a static setting or can it be changed (changed to 16 or 20)?
    #Telephony

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    Michael Schimento
    Zenith Insurance Company
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  • 2.  RE: forward to voicemail timer on agent personal line

    Posted 10-04-2021 08:27
    Hi,
    there is a generall setting available in the Organization Settings:

    The number of seconds to alert the user before the call rolls over to voicemail.

    The default is 12 seconds

    Greetings John



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    John van de Ven
    KPN B.V.
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  • 3.  RE: forward to voicemail timer on agent personal line

    GCAP Member
    Posted 10-04-2021 09:55

    Found it, thank you......

     

     

    Thank you, Mike

     

     

    Mike Schimento
    Telecommunications Specialist III
    Zenith Insurance Company

    1390 Main Street

    Sarasota, FL  34236
    Office Phone:  941.906.5955

    Fax Number:   941.906.4347

    E-mail:   mschimento@thezenith.com

    TheZenith.com

    P  Please consider the environment before printing this email.

     






  • 4.  RE: forward to voicemail timer on agent personal line

    GCAP Member
    Posted 10-04-2021 10:27
    Hi John,

    Can you change it based on group \ agent \ team preference or this is one global setting for all?

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    ATB - Vincent R. Sabolboro
    ATB Financial
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  • 5.  RE: forward to voicemail timer on agent personal line

    Posted 10-05-2021 05:30
    Hi Vincent ,
    You can also set this timer by the Phone option of a user (people) , for groups this is not (yet) manageable

    The amount of time, in seconds, to alert the user about the call before it routes to voicemail. This option overrides the organization setting.



    ------------------------------
    John van de Ven
    KPN B.V.
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  • 6.  RE: forward to voicemail timer on agent personal line

    GCAP Member
    Posted 10-05-2021 11:30
    Thank you  John for the info

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    ATB - Vincent R. Sabolboro
    ATB Financial
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  • 7.  RE: forward to voicemail timer on agent personal line

    GCAP Member
    Posted 10-05-2021 11:33

    Yes, thank you, very helpful

     

     

    Thank you, Mike

     

     

    Mike Schimento
    Telecommunications Specialist III
    Zenith Insurance Company

    1390 Main Street

    Sarasota, FL  34236
    Office Phone:  941.906.5955

    Fax Number:   941.906.4347

    E-mail:   mschimento@thezenith.com

    TheZenith.com

    P  Please consider the environment before printing this email.