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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Original Message:
Sent: 07-25-2019 00:51
From: Edward Wu
Subject: voicemail and priority
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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