Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Email alerts for queue voicemail waiting

    Posted 02-08-2022 03:39
    No replies, thread closed.
    Hi All

    I have a challenge. For some countries we operate a call back service as they are low volume. I am trying to set up an email alert so that if a voicemail is left for a queue it will trigger an email so that the agent is then prompted to log in to pick it up and call the customer back. I have set it up like this but it is not working correctly.

    Any advice would be great.


    #ArchitectureandDesign

    ------------------------------
    Steve Wright
    Pfizer Inc.
    ------------------------------


  • 2.  RE: Email alerts for queue voicemail waiting

    Posted 02-09-2022 02:01
    No replies, thread closed.
    Hi Steve -

    We had a similar requirement here in Australia ...

    The option the customer decided on was to send the voicemail to a Genesys Group Inbox; then all Agents in the Group will get the notification. The additional benefit is that one Agent can review the message, and either return the call, or add notes then mark it unread for another Agent's attention.

    I'm sure there will be more ideas posted :)

    Cheers.


    ------------------------------
    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
    malcolm.green@nexon.com.au
    ------------------------------



  • 3.  RE: Email alerts for queue voicemail waiting

    Posted 02-09-2022 04:45
    No replies, thread closed.
    HI Malcom

    I would like to try this, I have never set one up before, could you please describe the steps needed to make this happen?

    Thanks

    ------------------------------
    Steve Wright
    Pfizer Inc.
    ------------------------------

    Original Message


  • 4.  RE: Email alerts for queue voicemail waiting

    Posted 02-09-2022 13:00
    No replies, thread closed.
    Under the covers, voicemails are actually callbacks - have you tried using 'Callback' in the alert setting instead of voice?  (I don't know if this will work but its worth a shot!!!)

    ------------------------------
    Chris Bohlin
    Product Manager - PureCloud
    ------------------------------

    Original Message


Related Content