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  • 1.  voicemail and priority

    Posted 07-25-2019 00:52
    Hi,

    We have a queue that is only for callers to leave voicemails.  We would like to attached skill and priority to the voicemail interaction.  Therefore I tried transfer to ACD (setting priority and skill) in the IVR flow and then transfer to voicemail in the in-queue flow.  Doing so the voicemail should get the priority and skill attached.  However if there was agent on queue, the transfer to ACD will send the call to the agent and we don't want that.  Any suggestions?

    Thanks,
    #Routing(ACD/IVR)

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    Edward Wu
    BANK OF HAWAII
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  • 2.  RE: voicemail and priority

    GENESYS
    Posted 08-05-2019 10:02
    Hi Edward,

    Thanks for bringing your question to the community! PureCloud Legend @George Ganahl discusses your question in the most recent episode of the PureCloud Community Q&A Show! Check it out here.​​

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    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
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  • 3.  RE: voicemail and priority
    Best Answer

    GENESYS
    Posted 08-05-2019 12:04
    I looked through the API and talked to developers, and there is no way to add skills to the voicemail callback without first using Transfer to ACD to send the call to a queue. There is no way to use an In-Queue Call flow to send the voicemail to a different queue. So, no way to accomplish what you want, currently.

    Please submit an Idea on the Ideas Lab (linked from the Genesys Knowledge Network dashboard or at https://purecloud.ideas.aha.io/ideas)

    Product Management is aware, and will take a look at seeing if it can be added to the roadmap.

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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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  • 4.  RE: voicemail and priority

    Posted 08-07-2019 01:41
    Thanks Geroge

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    Edward Wu
    BANK OF HAWAII
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  • 5.  RE: voicemail and priority

    Posted 08-14-2020 07:34
    Edited by Angel Rodriguez 08-14-2020 07:35
    Hi Edward,

    We experienced the same thing, and I think what we came up with works well. We give customers two opportunities to leave a VM: when customers are in queue for a certain amount of time they are prompted to leave a VM instead of continuing to wait, or forced to VM in the event that there is an excessive hold time (10 min). What we've done to avoid these VM from accidentally being routed to an agent as a live call (before the customer actually leaves the message) was this:

    1. Built a separate VM queue
    2. Used a Transfer to Flow action within the In Queue call flow
    3. Provided any audio prompts in the Transfer to Flow action
    4. Created an Inbound call flow with a Transfer to VM action
    5. Those VM are transferred to the appropriate VM queue


    This accomplishes what you want. We kept the audio prompts in the InQueue call flow and didn't built it into the Inbound for reporting purposes. We found that if the customer disconnects in the amount of time it takes for them to listen to the audio, it is harder to be accounted for in the reporting since, technically, they are not abandoning within queue.

    I hope this helps.

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    Angel R.
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