Yes, you are correct that Genesys Cloud CX does not have the standard PBX features like shared line appearances and voicemail boxes. While there are work-arounds, they are still not the same as what Avaya, Cisco, and Nortel systems had. This is not just Genesys, but just about any CCaaS solution and even most UCaaS products are lacking in this area. There are many ideas for these:
Shared Line Appearance | Genesys Cloud Ideas Portal (aha.io)Option for Voicemails alerts for a | Genesys Cloud Ideas Portal (aha.io)As for the shared line, the ability to use Group Ring usually fixes 60% of that issue.
Also, you can use a Buddy Button on the Polycom phone and use the *90x features to do pickup.
As for the logged in issue, you can always have the phone set to ring if not logged in by having that phone assigned as the officer's default phone:
Assign a default phone - Genesys Cloud Resource Center (mypurecloud.com)------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.comhttps://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 01-12-2022 10:47
From: Clayton Curtis
Subject: Best options for C-Suite and Exec admins
We are moving away from our on Prem Avaya pbx. Everything with Gen Cloud has worked fairly well so far, but there seems to be a gap with stand alone phones and features. What is best option for Exec and assistant where the assistant has the option to prescreen calls before "handing off" to exec. We are also really disappointed that voicemail does not work with stand alone phones. It appears that the exec has to be logged in at all times, which will be interesting to see if this works out. Anybody out there have suggestions or can share how they set up the c-suite phones?
#Implementation
#Omni-ChannelDesktop/UserInterface
#SystemAdministration
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Clayton Curtis
Enova Online Services, Inc.
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