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  • 1.  Remote Station Personal voicemail

    Posted 03-20-2020 01:45
    Hello all

    Our company has started a work from home option due to COVID-19

    As a result, we added all our agents personal mobile phones (cell phones) into purecloud, as a remote station.

    However the issue we have is the following, when a call comes via a queue, it alerts for x amount of seconds to the agent, but in some cases our Agents Personal mobile phones (cell phones) voicemail is picking up. We cannot advise them to turn this off or increase it.

    Do you know if there is a way for PureCloud to retrieve this call back if it finds a mobile (cellphone) voicemail picks up?

    Thank you
    #RemoteWorkEnablement
    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Richard

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  • 2.  RE: Remote Station Personal voicemail

    GENESYS
    Posted 03-20-2020 03:04
    Hi Richard,

    I can think of two options that you can do in this situation:
    1. Increase the Ring Count of the Voicemail before it picks up.
    -- They can coordinate with their mobile providers to increase the ring count of their voicemail. The suggested is for the ring count to be more than the Alerting timeout setup inside the Purecloud Queue.

    2. Lessen the Alert Time inside the Queue.
    -- For the second option, this will lessen the number of rings on the Agent's mobile device so that it will not route to their voicemail, and the caller will be passed on the next available agent.

    https://help.mypurecloud.com/articles/create-queues/

    ------------------------------
    Jeffrey Jani
    Sr. Technical Engineer
    Genesys - Employees
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    Original Message


  • 3.  RE: Remote Station Personal voicemail

    Posted 03-20-2020 04:51
    Edited by Paulo Mesquita do not use 03-20-2020 05:23
    The default queue alerting time is 8 seconds.

    The queue alerting time supersedes the alerting time set at the user level.

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    Paulo Mesquita
    Spark NZ Trading
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    Original Message


  • 4.  RE: Remote Station Personal voicemail

    GENESYS
    Posted 03-23-2020 17:11
    Also, no, Genesys Cloud cannot do Call Analysis on that internal call to the agent to see if voicemail picks up and pull the call back.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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