So the scenario is:
I have two teams that are on Genesys Cloud.
One is our Call Centre, the other is our transport team.
Both are on Genesys Cloud.
It's currently not a feature, that you can have a recording between two users in Genesys Cloud, so we are unable to know the conversation that took place between transport and the call centre.
Also, the issue is we have Transport that have to sit waiting for an agent to answer a call, so they can pass on a message.
So the situation is that I figured, I'd just create a call flow that Transport could call, and Transport could get the option to leave a voicemail, and when selected a message could be recorded, and then Genesys would use ACD to distribute the voicemail to our Call Centre so they can complete the task.
So I created the flows to complete this, and assigned a phone number to that flow.
However this is not working.
When the agent calls the phone number from a queue, they are offered a voicemail, they record the voicemail and then hang up. But the agent now has two interactions showing in their phone queue, one for the phone call, the other for the voicemail.
They now have to end both of them and wrap up both of them.
When they wrap up the voicemail, the interaction now disconnects the Voicemail interaction alltogether. As in it now takes the Voicemail out of the queue and closes it entirely.
No ACD to an agent, not waiting in Queue Activity, the interaction is just ended.
The message is recorded however and we can listen to it, but thats it.
I've moved flows and queues to a seperate division, no difference. Still fails.
Am I doing something wrong? Or is this just not possible.
#ArchitectureandDesign#PlatformAdministration#Routing(ACD/IVR)#SystemAdministration#Telephony------------------------------
Glen Tylee
Fonterra
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