Genesys Cloud - Main

One of my customers has setup a flow for voicemail. When there is a call in the queue that has been waiting for a while, the caller will have an option to press 9 in order to go to voicemail. Just before the voicemail greeting is finished, there is an agent becomes available and the call is routed to the agent instead of continue onto the voicemail. Is that something normal? How can I prevent an agent to get a call that about to go to voicemail?
#ArchitectureandDesign
#Telephony

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Nutthapong Noosaeng
Project Manager
UC Connect Co., Ltd. (Thailand)
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Yes that is expected behavior.  The in-queue flow doesn't know that an agent is about to become available and the routing engine doesn't know that the call is about to transfer to voicemail.  You can request a new feature to handle this corner case.  Include how frequently it happens; the window during which this can happen is pretty small.

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Melissa Bailey
Genesys - Employees
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Thank you Melissa, I've figured out how to solve it already. I need to use "Transfer to Flow", then create a new Inbound flow to send the call to the voicemail of a Callback queue. The call will be out of the In-queue flow thus it would not be considered as being in the waiting line for that queue. This works like a charm.

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Nutthapong Noosaeng
UC Connect Co Ltd
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Original Message:
Sent: 05-14-2019 10:15
From: Melissa Bailey
Subject: A call is about to go to voicemail but got pickup by an agent

Yes that is expected behavior.  The in-queue flow doesn't know that an agent is about to become available and the routing engine doesn't know that the call is about to transfer to voicemail.  You can request a new feature to handle this corner case.  Include how frequently it happens; the window during which this can happen is pretty small.

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Melissa Bailey
Genesys - Employees
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I'm glad you figured it out! I thought about mentioning that solution, but didn't get around to it :-)

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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Original Message:
Sent: 05-16-2019 05:49
From: Nutthapong Noosaeng
Subject: A call is about to go to voicemail but got pickup by an agent

Thank you Melissa, I've figured out how to solve it already. I need to use "Transfer to Flow", then create a new Inbound flow to send the call to the voicemail of a Callback queue. The call will be out of the In-queue flow thus it would not be considered as being in the waiting line for that queue. This works like a charm.

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Nutthapong Noosaeng
UC Connect Co Ltd
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Original Message:
Sent: 05-14-2019 10:15
From: Melissa Bailey
Subject: A call is about to go to voicemail but got pickup by an agent

Yes that is expected behavior.  The in-queue flow doesn't know that an agent is about to become available and the routing engine doesn't know that the call is about to transfer to voicemail.  You can request a new feature to handle this corner case.  Include how frequently it happens; the window during which this can happen is pretty small.

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Melissa Bailey
Genesys - Employees

Hi Nutthapong,

Thank you for being eager to learn and posting questions here in the community! In the most recent episode of the PureCloud Community Q&A Show, @George Ganahl provides an in-depth analysis to your question! Check it out!


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Cole Callahan
Genesys - Employees
Online Community Coordinator
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