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We have a scenario that might be a little specific to us, but figured I would write it in here and see if anyone might have an idea on this.
We have a team that completes outbound calls on behalf of a phone number that is shared with other teams.This phone number is our advertised phone number for people to call us.When that outbound team calls a customer, sometimes the customer doesn't answer and the call goes to the customers voicemail or the call disconnects etc.Then the customer will call us back, but when they do that, they need to listen to the IVR Menu options, then talk to someone on our inbound team, then that person in the inbound team transfers the call to the outbound team to answer.Is it possible, that when that outbound team calls the customer, and the call goes to a voicemail, that Genesys Cloud could recognize this, and then when the customer calls back, the call goes straight back to the outbound team. Bypassing the Menu/IVR and speaking to the inbound team member to be transferred to the outbound team.Lets assume that the outbound team doesn't want their own phone number, and doesn't want a Menu/IVR option that directs calls to them.
On a side note to this, we use data tables to manage phone numbers, so if we have had an abusive caller, we enter the number in there and the call is disconnected with a message. I'm almost asking if there was a way for a phone number to be automatically entered into a data table when we reach a voicemail for that customer, and when that customer calls in, the call is transferred to the outbound team and the number is removed from the data table automatically.Another thought could be if the customer called us, but the last interaction had the wrap up code 'voicemail', then the call would be redirected to the queue that the last interaction was made on.
Any thoughts or ideas would be appreciated.
Hello Glen,1st way of doing
you might be do this with creating the workspace group and assigning the toll-free number or create call flow with advertised number and assign the skill and put only outbound team members in the group. in this way you can get the customer call directly to your o/b team members.2nd way of doingcreate a data action with help of agent availability status based calls are hit to the O/b group. we need to take help from developers tool to config data action.
------------------------------vinayak VagalSmartConnect Technologies Pvt. Ltd------------------------------
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