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Voicemail Disable

  • 1.  Voicemail Disable

    Posted 04-24-2018 12:16

    On our contact center we need to disable voicemail offer, so we changed the permission "Voicemail > Voicemail > Receive" Disabled (as on https://help.mypurecloud.com/faq/how-can-i-enable-voicemail-for-users/).

    When it's disabled, we noticed it's presented a voice prompt saying it's not possible to offer voicemail.

    How can we change this voice prompt? We already search on system prompts, in order to overwrite it, but only found "voicemail_greeting" prompt...

    Additionally, we would like to know if disabling the permission "Voicemail > Voicemail > Receive" is the best practice for disabling voicemail on a contact center.

    Thank you in advance.

    Best regards,
    Ana Laia



    ------------------------------
    Ana Laia
    ACCENTURE CONSULTORES DE GESTAO SA
    ------------------------------


  • 2.  RE: Voicemail Disable

    GENESYS
    Posted 04-24-2018 12:52
    Hi Ana,

    Unfortunately the message that voicemail is not available is not a recorded prompt, the edge is generating it using text-to-speech, so it can't be overridden by your own recording.  We are planning on adding the ability to return the caller to the flow when voicemail is not available but we don't have an ETA on that work.

    Disabling the voicemail permission on users is correct. Also make sure you don't use the Transfer to Voicemail action in any of your flows.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 3.  RE: Voicemail Disable

    Posted 04-24-2018 13:11

    Hi Melissa.

     

    Thank you for your answer.

     

    I only have one last question, is it possible to disable this message on the edge? We were thinking of overwriting it with silence.

     

    Best regards,

    Ana Laia

    ------------------------------
    Ana Laia
    ACCENTURE CONSULTORES DE GESTAO SA
    ------------------------------



  • 4.  RE: Voicemail Disable

    GENESYS
    Posted 04-24-2018 13:19
    Sorry, no there isn't a way to override it at this time.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 5.  RE: Voicemail Disable

    Posted 09-26-2018 01:16
    Any updates on this?
    I have set up a Line Group and even though the option for voice mail is off, it still plays back the message saying its not setup.


    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------



  • 6.  RE: Voicemail Disable

    Posted 02-07-2019 06:51
    I second this. 

    There is no need for anyone to know, that the voicemail is disabled - maybe except developers.

    By design this should lead to a disconnect. This is a default and expected behaviour.


    Is the any update on this?

    Regards

    ------------------------------
    Andreas Winterhalter
    Carglass GmbH
    ------------------------------



  • 7.  RE: Voicemail Disable

    Posted 06-20-2021 21:05
    Is there any updates on this?

    ------------------------------
    Sebastian Myers
    Straticom
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  • 8.  RE: Voicemail Disable

    Posted 06-22-2021 15:55

    Wow, the things that you learn here!  Voicemail is not allowed at one business I've worked with, having this announcement would be considered unacceptable as it is not professional. When I get a chance, I will try creating a message for a single voicemail extension and disconnecting without allowing a recording.  

    Anyone know if this is possible as it is with Engage Cloud?  (So is not routing to VM in the first place, we routed to a callback application instead of VM)




  • 9.  RE: Voicemail Disable

    Posted 07-28-2021 05:18
    I agree with @Kevin Brown. I have the same issue with a customer, no voicemail allowed.

    If the customer hears the message: "Voicemail is not allowed for user...", that is seriously unprofessional.

    As far as I know, we cannot take control of the call to route it somewhere else like in engage.​




    ------------------------------
    Tommy Braes
    solution consultant
    Proximus PLC
    tommy.braes.ext@proximus.com
    ------------------------------



  • 10.  RE: Voicemail Disable

    Posted 10-20-2021 07:15
    Any updates on this please ?

    Regards,

    ------------------------------
    Maodo NDIAYE
    Orange SA
    ------------------------------



  • 11.  RE: Voicemail Disable

    Posted 07-28-2021 05:42
    There is an open product idea. You can vote for it on: https://genesyscloud.ideas.aha.io/ideas/CLINB-I-468

    ------------------------------
    Tommy Braes
    solution consultant
    Proximus PLC
    tommy.braes.ext@proximus.com
    ------------------------------



  • 12.  RE: Voicemail Disable

    Posted 02-16-2023 02:12

    Not sure if any of you still need it but there is a "Voicemail" flow within the architect where you can influence some of the behaviour.



    ------------------------------
    Andrew Lagarde
    KPN B.V.
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