Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Calls are auto dialing before agents cannot finish listening to Voicemail records

    Posted 02-08-2024 12:48
    No replies, thread closed.

    Hello!

    Out agents are reporting an issue when they are hearing recorded voicemail as records are not finished to be heard and dialer starts to call the customer so agents are not able to know the customer issue and this is impacting our business. Similar that it was a timer back.

    It seems related in time with the Genesys release of auto dial/end feature (INB-I-1330) that has had some impact over other Genesys existing features.

    Does anybody else experienced same behavior?

    Thanks!


    #ArchitectureandDesign
    #Telephony

    ------------------------------
    Xavier Mateu
    SAGE GLOBAL SERVICES LIMITED
    ------------------------------


  • 2.  RE: Calls are auto dialing before agents cannot finish listening to Voicemail records
    Best Answer

    Posted 02-18-2024 22:53
    No replies, thread closed.

    Yes, that is a known issue.  If you use ACD Voicemail, I don't suggest you use the Auto-dial on that queue.  You can adjust the timer for the auto-dial, but that is not really going to be consistent with every voicemail.  I would like to see a setting to allow no auto-dial on ACD Voicemail, but just Callback.  I know the PM is familiar with this issue, but I created this idea for tracking:  Add option to not autodial for ACD | Genesys Cloud Ideas Portal (aha.io)



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Calls are auto dialing before agents cannot finish listening to Voicemail records

    Posted 02-20-2024 04:16
    No replies, thread closed.

    Thanks Robert, yeah, that would be the case but, we're not using auto-dial on these queues. That's the question. Something deployed for these new functionalities for callback have broken or change behavior or other features or this is our suspects. We will make more investigations and back with findings if so.



    ------------------------------
    Xavier Mateu
    SAGE GLOBAL SERVICES LIMITED
    ------------------------------

    Original Message


  • 4.  RE: Calls are auto dialing before agents cannot finish listening to Voicemail records

    Posted 02-20-2024 09:56
    No replies, thread closed.

    If you have not enabled the auto-dial/disconnect ot the agent-owned callbacks, it should behave as it had for the past 10 years.  Have you seen some differences?  For sure, a callback will not automatically dial unless set.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content