Genesys Cloud - Main

Hi,

We have a need to have some team members only picking up voicemails. The call comes into to a queue, the caller can leave a voicemail if they are held in the queue for a few minutes, the system calls these callbacks. When the agent logs into and goes on queue, we want them to only receive voicemails and not live calls. Apart from sending the voicemails to an alternative queue for VM's only is there a way to set it up so that they only get the VM's and not live calls?

Thanks

You could add a skill to the live calls that the VM-only agents don't have....

Hi,

We have a need to have some team members only picking up voicemails. The call comes into to a queue, the caller can leave a voicemail if they are held in the queue for a few minutes, the system calls these callbacks. When the agent logs into and goes on queue, we want them to only receive voicemails and not live calls. Apart from sending the voicemails to an alternative queue for VM's only is there a way to set it up so that they only get the VM's and not live calls?

Thanks

Hi,

We have a need to have some team members only picking up voicemails. The call comes into to a queue, the caller can leave a voicemail if they are held in the queue for a few minutes, the system calls these callbacks. When the agent logs into and goes on queue, we want them to only receive voicemails and not live calls. Apart from sending the voicemails to an alternative queue for VM's only is there a way to set it up so that they only get the VM's and not live calls?

Thanks