Genesys Cloud - Main

Is it possible to setup in an In-Queue Handling flow and an action to Transfer to User Voicemail under certain conditions? 

I saw this Resource Center article,  https://help.mypurecloud.com/articles/transfer-voicemail-action/, that indicates that I should be able to do this. 

But I keep getting the Failed Transfer Audio and when I check the API for the attributes I set on those fails, I see these failures:
"attrVMTransferErrorType": "NoAnswer",
"attrVMTransferErrorMssg": "No answer; sipCode='503'.",

I have also setup my In-Queue Handling to Transfer to User, and that works, it rings the User. But if they are unavailable or Decline the call, I always get the errors.

I can open a support ticket, but wondered if anyone else has run into this.
#ArchitectureandDesign
#Routing(ACD/IVR)
#SystemAdministration

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Greg Beal
ConvergeOne
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I just set up the Transfer to Voicemail in an In-Queue Call flow, selected a user from the list, and it all worked fine.

Are you doing anything special to set the user who receives the voicemail (like using a variable or something other than selecting the user from the list)?

Are you sure the user has voicemail enabled in their Permissions (rather than just checking the Voicemail Enabled box on their profile, which does nothing)?

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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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Thanks for checking that George. I have a support case opened and support posted to my case that they are having development take a look at it.

I have another question, maybe related. We have tested with the customer and for just regular calls to a PureCloud user DID, when we leave a voicemail message, with the email notification the .wav file is stripped off the received message by their corporate security policy. I can't see where this would hinder Architect from transferring to User Voicemail, but maybe?

My real other question is, where do the email notifications come from? The customer has told me if we can identify what IP addresses the email notifications are coming from, then they can make exceptions in the corporate security policy to not strip the .wav files from those email notification messages coming from those addresses. 

Do you know where email notifications come from? IP addresses? I understand PureCloud uses Amazon SES service for email. I looked at the Internet Header of a notification email and I see what looks like an SES reference. Do you know if we could define a specific domain if not the IP addresses of the sender of the email notifications.

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Greg Beal
ConvergeOne
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Original Message:
Sent: 08-26-2019 15:38
From: George Ganahl
Subject: In-Queue Handling and Transfer to User Voicemail

I just set up the Transfer to Voicemail in an In-Queue Call flow, selected a user from the list, and it all worked fine.

Are you doing anything special to set the user who receives the voicemail (like using a variable or something other than selecting the user from the list)?

Are you sure the user has voicemail enabled in their Permissions (rather than just checking the Voicemail Enabled box on their profile, which does nothing)?

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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Hello Greg

We are also experiencing the same transfer to voicemail issue within the in-queue flow on multiple customer orgs and have also logged it with support. The Orgs are in Australia region.

We found it is working on Inbound flows though so a work around, in the meantime, is transfer to an inbound flow (from In-queue) and do the transfer to voicemail in the inbound flow.

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Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd
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Original Message:
Sent: 08-26-2019 22:18
From: Greg Beal
Subject: In-Queue Handling and Transfer to User Voicemail

Thanks for checking that George. I have a support case opened and support posted to my case that they are having development take a look at it.

I have another question, maybe related. We have tested with the customer and for just regular calls to a PureCloud user DID, when we leave a voicemail message, with the email notification the .wav file is stripped off the received message by their corporate security policy. I can't see where this would hinder Architect from transferring to User Voicemail, but maybe?

My real other question is, where do the email notifications come from? The customer has told me if we can identify what IP addresses the email notifications are coming from, then they can make exceptions in the corporate security policy to not strip the .wav files from those email notification messages coming from those addresses.

Do you know where email notifications come from? IP addresses? I understand PureCloud uses Amazon SES service for email. I looked at the Internet Header of a notification email and I see what looks like an SES reference. Do you know if we could define a specific domain if not the IP addresses of the sender of the email notifications.

------------------------------
Greg Beal
ConvergeOne
------------------------------


Original Message:
Sent: 08-26-2019 15:38
From: George Ganahl
Subject: In-Queue Handling and Transfer to User Voicemail

I just set up the Transfer to Voicemail in an In-Queue Call flow, selected a user from the list, and it all worked fine.

Are you doing anything special to set the user who receives the voicemail (like using a variable or something other than selecting the user from the list)?

Are you sure the user has voicemail enabled in their Permissions (rather than just checking the Voicemail Enabled box on their profile, which does nothing)?

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

@Greg Beal regarding the part about IP Addresses...I don't have knowledge to that depth. Perhaps @Lucie DeCristofaro can dig up an answer.​ ​

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 08-26-2019 22:18
From: Greg Beal
Subject: In-Queue Handling and Transfer to User Voicemail

Thanks for checking that George. I have a support case opened and support posted to my case that they are having development take a look at it.

I have another question, maybe related. We have tested with the customer and for just regular calls to a PureCloud user DID, when we leave a voicemail message, with the email notification the .wav file is stripped off the received message by their corporate security policy. I can't see where this would hinder Architect from transferring to User Voicemail, but maybe?

My real other question is, where do the email notifications come from? The customer has told me if we can identify what IP addresses the email notifications are coming from, then they can make exceptions in the corporate security policy to not strip the .wav files from those email notification messages coming from those addresses.

Do you know where email notifications come from? IP addresses? I understand PureCloud uses Amazon SES service for email. I looked at the Internet Header of a notification email and I see what looks like an SES reference. Do you know if we could define a specific domain if not the IP addresses of the sender of the email notifications.

------------------------------
Greg Beal
ConvergeOne
------------------------------


Original Message:
Sent: 08-26-2019 15:38
From: George Ganahl
Subject: In-Queue Handling and Transfer to User Voicemail

I just set up the Transfer to Voicemail in an In-Queue Call flow, selected a user from the list, and it all worked fine.

Are you doing anything special to set the user who receives the voicemail (like using a variable or something other than selecting the user from the list)?

Are you sure the user has voicemail enabled in their Permissions (rather than just checking the Voicemail Enabled box on their profile, which does nothing)?

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

I am seeing background activity with Dev looking at this.

Does the customer have on-premises edges? Just wondering.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

------Original Message------

I am seeing background activity with Dev looking at this.

Does the customer have on-premises edges? Just wondering.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Thanks George. Support notified me the fix had been deployed to all regions. I tested and confirmed its working as expected now.

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Greg Beal
ConvergeOne
------------------------------

Original Message:
Sent: 08-27-2019 16:12
From: Greg Beal
Subject: In-Queue Handling and Transfer to User Voicemail

Yes, this customer has on premise Edges.

 

Greg Beal

Implementation Engineer

 

O	317.876.6564

 

M	260.615.1619

 

 

3344 Highway 149 Eagan, MN 55121

gbeal@convergeone.com

 

 

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Original Message------

I am seeing background activity with Dev looking at this.

Does the customer have on-premises edges? Just wondering.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

I figured out why I couldn't reproduce in my org...it was introduced in Edge build 8424, and my edges haven't updated yet.

Sorry, I didn't think to suggest rolling back the edge software :-(

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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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