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.
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Tommy Braes
solution consultant
Proximus PLC
tommy.braes.ext@proximus.com------------------------------
Original Message:
Sent: 06-22-2021 15:55
From: Kevin Brown
Subject: Voicemail Disable
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)
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Kevin Brown
Cognizant Technology Solutions
I've been working and playing with Genesys since 1995
Arizona, USA
Original Message:
Sent: 06-20-2021 21:04
From: Sebastian Myers
Subject: Voicemail Disable
Is there any updates on this?
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Sebastian Myers
Straticom
Original Message:
Sent: 04-24-2018 13:19
From: Melissa Bailey
Subject: Voicemail Disable
Sorry, no there isn't a way to override it at this time.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 04-24-2018 13:10
From: Ana Laia
Subject: Voicemail Disable
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
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Ana Laia
ACCENTURE CONSULTORES DE GESTAO SA
Original Message:
Sent: 04-24-2018 12:51
From: Melissa Bailey
Subject: Voicemail Disable
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.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 04-24-2018 12:15
From: Ana Laia
Subject: Voicemail Disable
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
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Ana Laia
ACCENTURE CONSULTORES DE GESTAO SA
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