Sorry for the delayed reply. I was OOO last week. Thank you for the screen shot. This is not something I have spotted before. I do know that the system usually identifies very short recordings as a failed call and will not upload the recording. Perhaps it is the same sort of behaviour for VMs if they are very short. I'd highly recommend raise a case with Produyct Support, who will be able to look at the logs for this and verify if that is the case.
Original Message:
Sent: 07-29-2024 04:52
From: Nuttapong Limadisai
Subject: Voicemail left for a Queue TimeStamp
Hi @Rebecca Harper
From the picture, it shows the status as "Uploading," but there is no interaction to the queue for an agent to answer the call.
This is what I want to convey. Is there any way that if the customer does not leave a voicemail, it can still trigger an interaction with an agent?
------------------------------
Nuttapong Limadisai
Beryl 8 Plus Public Company Limited
Original Message:
Sent: 07-29-2024 00:01
From: Rebecca Harper
Subject: Voicemail left for a Queue TimeStamp
Hi @Nuttapong Limadisai, @Nuttapong Limadisai, (sorry I wasn't sure which was the right contact)
If I understand you correctly, the caller is not leaving a voicemail but hanging up and, when you load the interactions, it shows as "uploading" but never loads? I'd say this is because it is considered an abandon but also expects to see a VM. This is hard to say though, without an example. I would strongly recommend you locate a good example of this (ideally a recent one within 7 days of age) and create a case for Product Support to review the logs. It doesn't sound like expected behaviour, but the lgging should tell us more.
My kindest,
------------------------------
Rebecca Harper
Genesys - Employees
Original Message:
Sent: 07-28-2024 06:23
From: Nuttapong Limadisai
Subject: Voicemail left for a Queue TimeStamp
Hi @Rebecca Harper
I am experiencing a problem when customers do not leave a voice message while the system prompts them to record. The issue is that on the interaction page, it shows 'Uploading' and then the call gets disconnected immediately. The call is not transferred to the queue to be forwarded to an agent as intended.
Is there a way to fix this?
------------------------------
Nuttapong Limadisai
Beryl 8 Plus Public Company Limited
Original Message:
Sent: 03-22-2020 23:53
From: Rebecca Harper
Subject: Voicemail left for a Queue TimeStamp
Hi Paulo and Mike,
That's right, unless you have it configured in the IVR to somehow generate a new interaction for the VM to ACD route to Queue it should be the same Conversation ID as the original call and you can see when it was placed in the Interactions > Timeline tab. For example:
------------------------------
Rebecca Harper
Genesys - Employees
Original Message:
Sent: 03-20-2020 04:07
From: Paulo Mesquita
Subject: Voicemail left for a Queue TimeStamp
When you open the interaction you have to check the timeline tab:
------------------------------
Paulo Mesquita
Spark NZ Trading
Original Message:
Sent: 03-20-2020 00:10
From: Rebecca Harper
Subject: Voicemail left for a Queue TimeStamp
Hi Mike,
My understanding is that the VM left should have the same Conversation ID as the original call and should display all that infomration in the timeline/conversation details. Is it possible you are looking at the station leg of the call? WIthout showing and PII are you able to share a screen shot perhaps?
My regards
Rebecca
------------------------------
Rebecca Harper
Genesys - Employees
Original Message:
Sent: 03-19-2020 10:42
From: Michael Schimento
Subject: Voicemail left for a Queue TimeStamp
Voicemails left for a Queue are being presented to agents correctly, the issue we have is that we cannot find a timestamp as to when the caller left the voicemail.
Interactions only shows the time/date when the agent listened to it.
Can the, if so where, agent see the original time/date stamp somewhere?
Thank you, Mike
#Telephony
------------------------------
Michael Schimento
Zenith Insurance Company
------------------------------