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Hi Team,

I have scenarios here. Where customer waited more that xxx time in inbound call how we can gather customer phone number in Genesys. Our operation no keep to have voicemail option. Is any expert here can suggest if we can use Data table to gather the information and how can integrate in callflow.

Hi Anbarasan,

You can get the customers phone number from the variable Call.Ani this will the number from which the customer has dialed the call.

Suppose you want to offer the voice mail to the customer after 1 min you put a check like ToInt(Flow.CallTime) > 60000, than you can choose to play a prompt like "Our waiting time is high would you like to goto the voicemail press 1 else hold".

Now you can put a check if the input value entered was ==1 than you can send the call to voice mail if not you can ask them to stay on queue.

Hi Team,

I have scenarios here. Where customer waited more that xxx time in inbound call how we can gather customer phone number in Genesys. Our operation no keep to have voicemail option. Is any expert here can suggest if we can use Data table to gather the information and how can integrate in callflow.

Hi Siddhartha,

Thanks for the feedback. I'm looking for something that not using voicemail. after number of minutes we gather the information (such as contact number) to callback. what is the alternate way to get callback number.

Hi Anbarasan,

You can get the customers phone number from the variable Call.Ani this will the number from which the customer has dialed the call.

Suppose you want to offer the voice mail to the customer after 1 min you put a check like ToInt(Flow.CallTime) > 60000, than you can choose to play a prompt like "Our waiting time is high would you like to goto the voicemail press 1 else hold".

Now you can put a check if the input value entered was ==1 than you can send the call to voice mail if not you can ask them to stay on queue.

Hi Team,

I have scenarios here. Where customer waited more that xxx time in inbound call how we can gather customer phone number in Genesys. Our operation no keep to have voicemail option. Is any expert here can suggest if we can use Data table to gather the information and how can integrate in callflow.