Genesys Cloud CX

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  • 1.  Email Notifications for VMs (Groups/Flows)

    GCAP Member
    Posted 06-24-2021 11:08
    Good Morning,

    I was just wondering if it is possible to have Voicemails from a Group in GC send an email notification to a shared mailbox versus emailing all members of the group?

    If not .. is there a way to build this out in Architect using in-queue flows?

    Thanks :)
    #AskMeAnything(AMA)
    #Routing(ACD/IVR)
    #Unsure/Other

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    Kymberli O'Hagan
    Product Owner, Omni-Channel
    Alberta Motor Association
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  • 2.  RE: Email Notifications for VMs (Groups/Flows)

    Posted 07-05-2021 18:51
    There used to be a function to overflow to a single user or group and that worked the way you wanted.  Now, you have to ring your group through a flow and an in-queue flow.  The transfer to group has a timeout, which you will need to link to a transfer to voicemail and transfer to a user that then sends the voicemail to the shared mailbox address.  Let me know if you need further explanation.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Email Notifications for VMs (Groups/Flows)

    Posted 11-29-2021 12:16
    Hi Robert,
    I would love to see more details on how to set this up.
    Nested Groups is not working for me and I cannot seem to make the timeout in architect work to send to voicemail after a transfer to a group doesn't pick up.
    I would like to have an unanswered group go to a single email address.
    Thank you,
    Andy

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    Andy Bare
    Qsect LLC
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