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  • 1.  Cloud ACD Voicemail not routing

    Posted 11-10-2020 06:06
    No replies, thread closed.
    Hi,

    I have an issue with a deployment of ACD voicemail via a call flow that I'd appreciate some help with.

    I am able to record a voicemail and review this on the Interactions dashboard however the voicemail(s) are never routed to an agent with the relevant queue assignment. I have a user logged on to the queue and it is activated, I'm also able to land an inbound call on the same queue with no issues.

    I have checked the user permissions as per the resource centre and they have Voicemail > AcdVoicemail > View assigned along with Voicemail > Voicemail > Receive.

    Thanks

    G
    #Telephony

    ------------------------------
    Gordon Bell
    Implementation Consultant
    ------------------------------


  • 2.  RE: Cloud ACD Voicemail not routing

    Posted 11-10-2020 09:23
    No replies, thread closed.
    If you use a Transfer to Voicemail action in an Architect flow to send the call to a queue's voicemail, the voicemail itself is touted as a Callback. Make sure you have Utilization set up to allow the agents to receive Callbacks.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Cloud ACD Voicemail not routing

    Posted 11-10-2020 10:20
    No replies, thread closed.
    Thanks George.

    Really appreciate your feedback, its good to know that they are dealt with as callbacks.

    I have reviewed the utilisation settings and its currently set to the system default of 1 callback with no interuptions. The test user is logged on with no active interactions in a ready 'On Queue' state. Unfortunaley these 'Callbacks' or voicemails are still not routing. I did increase this to 2 in an effort to see if the change kicked it into life but nothing routed.


    G


    ------------------------------
    Gordon Bell
    Sabio Ltd
    ------------------------------

    Original Message


  • 4.  RE: Cloud ACD Voicemail not routing
    Best Answer

    Posted 11-10-2020 10:26
    No replies, thread closed.
    Check for standard stuff...

    When you look in the Performance>Queues Activity view and drill down to that queue:
    • Does the Callback show as waiting in the queue?
    • Does the Callback have anything in the Skills column, a skill that the agent does not have?
    • Was a Language Skill set on the Callback that the agent does not have?
    • Does the agent have the Conversation > callback > accept permission? Should, since it is part of the default User role permissions.


    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Cloud ACD Voicemail not routing

    Posted 11-10-2020 10:55
    No replies, thread closed.
    Thanks George.

    I had checked the first 3 points and could see interactions in the queue. The permission changed resolved it though! For some reason it was unchecked on our instance, as soon as I enabled it I had a flood of callbacks appear on my desktop.

    Issue solved. 

    G

    ------------------------------
    Gordon Bell
    Sabio Ltd
    ------------------------------

    Original Message


  • 6.  RE: Cloud ACD Voicemail not routing

    Posted 11-10-2020 11:47
    No replies, thread closed.
    Good!

    At least once a month I check my default roles to see if the Restore Default Role button is un-greyed. If it is, I click it to see what changes need to be made, and accept them as long as I don't have any custom settings on the role that would be affected.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


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