Genesys Cloud CX

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  • 1.  Removing Voicemail

    Posted 01-26-2022 15:05
    Hi,

    We recently migrated to Genesys Cloud as our new Contact Center platform.

    Is there a way for us to shut off the voicemail option for agents? We have a specific requirement to not have voicemail for one of our customers that we service.

    Thanks,
    Judy
    #SystemAdministration

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    Judy Heckbert
    NTT Canada
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  • 2.  RE: Removing Voicemail

    Posted 01-26-2022 15:31
    Edited by Benyamin Ioffe 01-26-2022 15:32
    Hi @Judy Heckbert,

    Per the following article:
    To receive voicemail, a user must have the Voicemail > Voicemail > Receive permission enabled.

    You can just disable the above permission on a user level or you can disable it on a role level.

    Thank you,
    Ben

    This work is my own and is in no way associated/attributed to any current or former employer. I do advise testing any of the provided handler/logic in a DEV or non-PROD environment first before running it in a PROD environment.


  • 3.  RE: Removing Voicemail

    Posted 01-27-2022 09:02
    Thanks Ben,

    I double checked that and we don't have any of the Voicemail Permissions added to the role we use for the agents but if an agent has a caller on the phone that wants to talk to a specific agent, today they just transfer the call directly. This is a specialized group that don't play by the same contact center rules. When this happens, you hear the system say XXX is not available or whatever that message is.



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    Judy Heckbert
    NTT Canada
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  • 4.  RE: Removing Voicemail

    Posted 02-08-2022 08:37
    Hi Judy,

    we have the same issue,

    were you able to resolve this behavior?

    Regards,

    Alessandro Scocco

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    Alessandro Scocco
    Indra Italia spa
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  • 5.  RE: Removing Voicemail

    Posted 02-08-2022 14:28
    The issue of the error playing when voicemail is disabled is a known situation that Genesys considers an enhancement request to change.

    https://genesyscloud.ideas.aha.io/ideas/INB-I-376

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    Brad Murlin
    Zillow, Inc.
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  • 6.  RE: Removing Voicemail

    Posted 02-08-2022 21:02
    Thanks Brad,

    we found this behaviour so annoying but our customer is accepting it. I tip my hat towards them.
    we hope for a solution!

    regards,

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    Alessandro Scocco
    Indra Italia spa
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  • 7.  RE: Removing Voicemail

    Posted 02-09-2022 07:40
    I wish we found a solution but sadly none yet. Our client isn't as forgiving and this has become a huge issue now. I just find it very frustrating. When I have a phone with no voicemail I just wan it to ring or if I am busy for it to be busy. Patiently waiting and hoping this can be looked at soon.

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    Judy Heckbert
    NTT Canada
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