Genesys Cloud - Main

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!

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)

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!

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.

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)

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!