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  • 1.  Voicemail left for a Queue TimeStamp

    Posted 03-19-2020 10:42
    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

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    Michael Schimento
    Zenith Insurance Company
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  • 2.  RE: Voicemail left for a Queue TimeStamp

    GENESYS
    Posted 03-20-2020 00:11
    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

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    Rebecca Harper
    Genesys - Employees
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  • 3.  RE: Voicemail left for a Queue TimeStamp

    Posted 03-20-2020 04:07
    When you open the interaction you have to check the timeline tab:



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    Paulo Mesquita
    Spark NZ Trading
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  • 4.  RE: Voicemail left for a Queue TimeStamp

    GENESYS
    Posted 03-22-2020 23:54
    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: 


    If you have configured it to create a new interaction when routing the VM ro an Agent then you should be able to locate the original call filtering on the DID in the Interactions View around the approximate date range. 


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    Rebecca Harper
    Genesys - Employees
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  • 5.  RE: Voicemail left for a Queue TimeStamp

    Posted 03-23-2020 08:39

    Thank you, I have not had a chance to double check to make sure I was reading everything correctly.

     

    Crazy Covid 19 stuff

     

     

    I will though as soon as possible

     

     

    Any and all information/help is always appreciated..........

     

    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.

     






  • 6.  RE: Voicemail left for a Queue TimeStamp

    GENESYS
    Posted 03-23-2020 20:29
    Not a worry, it's our pleasure. Take your time, we all know these are unexpected times and everything takes a back seat in regards to priorities. We're not going anywhere.

    Kind regards

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    Rebecca Harper
    Genesys - Employees
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