Genesys Cloud - Main

 View Only

Sign Up

  • 1.  How Do You Handle Voicemail for Non-ACD Users in Genesys Cloud?

    Posted 10-10-2025 10:55
    Edited by Cindy Dallaire 10-10-2025 11:47

    Hello,

    I have a few questions regarding voicemail settings for Communicate users (non-ACD), and I haven't found a way to configure these options. I was wondering if you might have any suggestions.

    1. Option to press 0 to reach a queue from a user's voicemail:
      We'd like callers to be able to press 0 while listening to a voicemail greeting from a non-ACD user, and be redirected to a queue for immediate assistance if the employee is unavailable.

    2. Ability to store at least two voicemail greetings (unavailable and temporary absence):
      Previously with Interactive, it was possible to set a temporary greeting (e.g., for vacation) that could be scheduled without deleting the regular daily greeting. Is there a similar option available?

    3. Automatic voicemail greeting change based on status (available or away):
      Is it possible to switch voicemail greetings automatically depending on the user's status, assuming multiple greetings are available?

    4. Manager access to voicemail messages when an employee leaves:
      Is there a way for a manager or another designated person to access an employee's voicemail messages in case of departure or extended leave?

    If these options are not available in Genesys Cloud, what do you do on your side to handle these situations?


    Thank you for your help!


    #Telephony #GeneralVoicemail #Non-acd

    ------------------------------
    Cindy Dallaire
    ------------------------------



  • 2.  RE: How Do You Handle Voicemail for Non-ACD Users in Genesys Cloud?
    Best Answer

    Posted 10-10-2025 13:44

    Hello Cindy,

    Welcome to the Community! To my knowledge, we don't have a way to do those things in Genesys Cloud currently but they sounds like great ideas. I would highly encourage you to submit those as feature requests in our Product Ideas Lab.

    To Access the Product Ideas Lab and add your idea:

    1. Sign in to the Genesys Knowledge Network.
    2. On the Product Ideas Lab section, click Browse and Submit Ideas.
    3. From the Product Ideas Lab, click Add a Product Idea.

    You can also view and vote for existing ideas.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 3.  RE: How Do You Handle Voicemail for Non-ACD Users in Genesys Cloud?

    Posted 10-13-2025 00:11

    Most of these have ideas on the site Jason mentioned. For now:

    1. I would suggest you look at changing the Voicemail Flow to allow for this.  You will need to add 0 as an option to Menu (Step 21)
    2. You can only record 1 greeting through the voicemail TUI, but if you record a different prompt for the user and have some way to look up which they want to play based on the User's status perhaps, you could put some logic in front of step 48 to look for the status and play different greeting and then have it feed the prompt into 48 to play a variable prompt.
    3. Similar to 2 above, you need to look at user status, the play a different message for step 48.
    4. This is a long-requested idea.  Not sure we will have ability anytime soon. https://genesyscloud.ideas.aha.io/ideas/TEL-I-300


    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content