Genesys Cloud (formerly PureCloud)

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Capability to receive ACD voicemails via email

  • 1.  Capability to receive ACD voicemails via email

    GCAP Member
    Posted 12-19-2018 15:58
    Edited by Angel Rodriguez 12-20-2018 11:46
    Hi there team,

    To start, here's a link for the idea I submitted regarding this: https://purecloud.ideas.aha.io/ideas/CLINB-I-456

    We're in a predicament here...a client would like to receive a notification via email whenever someone leaves a voicemail in certain queues. The issue: there is no functionality that automatically sends an email with the ACD voicemail attached. I've seen this feature with other telephony systems (including previous ININ products). There are multiple instances why this would be beneficial: immediate notification of escalations/emergency cases outside of business hours, communication of voicemails, simple import of audio into 3rd party systems.

    The alternatives: sending the voicemail to a user or group. In either situation, the presence of the automated messaging doesn't provide a desirable customer experience. For internal purposes it should be fine, but to have customers hear "for more options, please press ..." or "you have reached the voicemail of...". Similarly, in the event that we support multiple languages, we would need the automated message to be spoken in the preferred/selected language.

    Some of this has been asked in the community:

    A) set vm language per user:
     - https://community.genesys.com/communities/community-home/digestviewer/viewthread?GroupId=19&MID=2804&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

    (Response: can't be done on Edge group)

    b) Group VM sent to email:
    https://community.genesys.com/communities/community-home/digestviewer/viewthread?GroupId=19&MID=3003&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

    (Response: reduce timeout to avoid receiving a live call if you want the call to go to VM. This results in the automated messaging being played, which isn't desirable and the language can't be changed).

    #ArchitectureandDesign #Architect #voicemail #email #notifications

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    Angel R.
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