Genesys Cloud (formerly PureCloud)

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[Voice] Internal Redirection Voice Line

  • 1.  [Voice] Internal Redirection Voice Line

    Posted 11-23-2020 04:02

    Hi all,

    I got a request from one of my customers regarding redirection messages.

    When he calls another agent on his system (internal call) he sometimes get the voice message: "Sie werden verbunden mit [Agentenname]" (You will be connected to [Agentname]). He said that this voice line only appears when contacting administrators. I am unsure of why this behaviour appears since I don't think that its possible to set specific voicelines for specific roles.

    Is this a hidden feature I am not aware of? Can I change this behaviour to no voice lines at all?

    Thanks for your help!

    Best Regards


    Florian Pickert
    T-Systems Multimedia Solutions GmbH

  • 2.  RE: [Voice] Internal Redirection Voice Line

    Posted 11-23-2020 12:36
    Is it possibly doing fax detection?   I would not expect that on an internal call, but perhaps the call is being routed in a way that is causing it to leave and come back.  I would check to see if the Fax permission is enabled for Administrators and perhaps Fax detection is causing this response.

    Phil Whitener
    Genesys - Employees