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  • 1.  Changeing Voice Mail Announcement

    Posted 11-13-2019 13:07
    No replies, thread closed.
    ​ How can an agent change their voice mail when out of the office?
    #Ask Me Anything (AMA)

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    Ben Marthin
    Vehicle Service Group, LLC
    PureCloud Go Live: 7/2019
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  • 2.  RE: Changeing Voice Mail Announcement

    Posted 11-13-2019 13:48
    No replies, thread closed.

    Hi Ben,

    The agent can manage their voicemail settings via this link:  https://help.mypurecloud.com/articles/about-voicemail/


    Once the agent has configured their voicemail they can set themselves to an "Out of Office" status as seen via this link:  https://help.mypurecloud.com/articles/change-presence-update-status/



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    Gage Decker
    Genesys - Employees
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    Original Message


  • 3.  RE: Changeing Voice Mail Announcement

    Posted 11-13-2019 14:31
    Edited by Matt Lawson 05-09-2022 09:30
    No replies, thread closed.
    Hi Ben, 

    Could you give me some more detail or use-case on what you mean by "change their voice mail"? Are they having issues accessing their voice mail when OoO? We could always set them to a remote phone, say their cell phone, and access that via *86 when answering that. Maybe forwarding their calls could come into play if they're needing those voicemails to go somewhere else, while they're OoO.

    Let me know your thoughts.

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    Adam Firestine
    Genesys - Employees
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    Original Message


  • 4.  RE: Changeing Voice Mail Announcement

    Posted 11-13-2019 14:40
    No replies, thread closed.
    ​Adam,

    While our agents receive calls by ACD, there are occasions where a caller will call them directly or an agent will blind transfer a call to an agent. If an agent calls in sick, they are expected to change their voice mail to let the caller know they are out of the office and will not be returning the call that day.

    In our Avaya system, it was easy for an agent to change their voice mail welcome message remotely. 

    Hope this helps.

    ------------------------------
    Ben Marthin
    Vehicle Service Group, LLC
    PureCloud Go Live: 7/2019
    ------------------------------

    Original Message


  • 5.  RE: Changeing Voice Mail Announcement

    Posted 11-13-2019 15:17
    No replies, thread closed.
    Hi Brian, 

    Might have a couple options we could try that could potentially work, but no, PureCloud does not have something like this out of the box. 

    • Like I mentioned earlier, we could use a remote phone i.e. their cell phone in combination with the mobile app. They would be able to call their inbox and update that greeting accordingly. 
    • They could access PureCloud via a web browser from their homes to get that accomplished, though not ideal. 
    • Maybe we could utilize warm transferring, rather than blind transferring to confirm if said user is available.

    Beyond that, I would recommend putting in a feature request here: https://purecloud.ideas.aha.io/ideas specifying how we could replicate that ability from that Avaya system.



    ------------------------------
    Adam Firestine
    Genesys - Employees
    ------------------------------

    Original Message


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