Genesys Cloud CX

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  • 1.  Out of hours voicemail to on call agent

    Posted 10-13-2021 11:03
    HI All

    Fairly new to Cloud but we have a challenge and hopefully I can get some tips here. We have a on call agent who listens to voicemails out of hours and then calls back via Cloud. What are the best options to notify this agent? All options considered but an SMS or similar notification would be preferred.

    Thanks in advance.

    Steve Wright
    Pfizer Inc.

  • 2.  RE: Out of hours voicemail to on call agent

    Posted 10-23-2021 17:14
    I would suggest creating a user called On Call Tech and have whoever is on call use Communicate App to log into that user when on call.  They will get calls and notifications as well able to call them back on their mobile phone using GC.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect