Hi Noufal -
Thanks for the response! Our problem isn't dialing the number, but rather trying to get the failure path to roll to a Genesys Cloud user account that we use for voicemail. Currently, we have things configured that if the external party doesn't answer in 23 second, the Genesys voicemail picks up. However, if the call only rings for 22 seconds, then the call goes to the user's personal voicemail account and doesn't fail over to the Genesys Cloud user account we have set up.
It seems like a variation of Robert's idea is probably our best bet: have the users install the Genesys Communicate app on their cellphones and change the routing to go to their Genesys account instead of their personal cellphone. Then, we'll have a bit more control over our failure condition, since we have incoming calls set to ring for 18 seconds before transferring to voicemail.
(As an aside: I feel that if the cell carriers were consistent in how many rings a customer gets before voicemail picks up, we wouldn't have this issue, but that's something we can't change.) :)
Thanks!
Cory
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Cory King
IT Lead
IGS Energy
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Original Message:
Sent: 08-03-2021 07:03
From: Noufal Ebrahim
Subject: Transferring to external number, but transferring to internal voicemail
Hi Cory ,
kindly check the format of number in the table (flow.phonenumber ) is the same that you used to dial from cloud ui
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Original Message:
Sent: 07-30-2021 10:38
From: Cory King
Subject: Transferring to external number, but transferring to internal voicemail
Hi Robert -
Thanks for the advice! I don't think this has occurred to us before. I'll run this past my team to see if we'd like to make any adjustments!
Thanks!
Cory
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Cory King
IT Lead
IGS Energy
Original Message:
Sent: 07-28-2021 20:24
From: Robert Wakefield-Carl
Subject: Transferring to external number, but transferring to internal voicemail
Unless you transfer to a user that it is forwarded, GC is not listening for the VM correctly. I suggest you transfer to the user and put the forwarding numbers in there.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 07-23-2021 15:45
From: Cory King
Subject: Transferring to external number, but transferring to internal voicemail
Hi Everyone -
We're working through a use case and are looking for architecture advice. Our helpdesk team has an on call process, where we transfer after-hours calls to the on-call agent's personal cellphone number. If they fail to answer, we send the call to the team's shared voicemail account. Currently, we have things set up, that if someone doesn't answer after 25 seconds, the call gets sent to the group voicemail box, which should be before the cellphone carrier's voicemail system picks up. This works well in most cases, but sometimes the cellphone carrier's voicemail picks up at 23 or 24 seconds and goes to the agents personal voicemail box. (This is not desirable, because the voicemail received by the Genesys voicemail box has further automation around it, which alert the entire team that the on call person couldn't answer the call.) Trying to find the right number of seconds before transferring to internal voicemail appears to be more of an art than a science. Has anyone else had this problem? Any advice?
Thanks!
#ArchitectureandDesign
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Cory King
IT Lead
IGS Energy
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