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  • 1.  Access to queue voicemails only, not live calls

    Posted 06-12-2023 06:18
    No replies, thread closed.

    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


    #SystemAdministration

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    Steve Wright
    PFIZER LTD
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  • 2.  RE: Access to queue voicemails only, not live calls
    Best Answer

    Posted 06-12-2023 17:58
    No replies, thread closed.

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



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    Paul Simpson
    Eventus Solutions Group
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  • 3.  RE: Access to queue voicemails only, not live calls

    Posted 06-15-2023 06:11
    No replies, thread closed.

    Thanks Paul, that worked a treat in the test environment.



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    Steve Wright
    PFIZER LTD
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    Original Message


  • 4.  RE: Access to queue voicemails only, not live calls

    Posted 06-15-2023 16:18
    No replies, thread closed.

    There are accept permissions for each media type.  conversation:call:accept, conversation:callback:accept, conversation:email:accept and so on.  Queue voicemails are callbacks, so give the agents converation:callback:accept but not conversation:call:accept



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    Melissa Bailey
    Genesys - Employees
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