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  • 1.  Listening to ACD voicemail on Polycom

    Posted 04-28-2019 23:40
    No replies, thread closed.

    Hi 
    Is it possible to play ACD voicemail back to selected phone on queue and not computer default speaker? 
    It seems rather odd that the agents have to use another pair of headset to listen to the ACD voicemail before dialing back to customer using the headset connected to polycom phone.

    Appreciate any inputs.

    Thanks,

    MJ


    #Routing(ACD/IVR)

    ------------------------------
    Mei Jane Lim

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  • 2.  RE: Listening to ACD voicemail on Polycom

    Posted 04-29-2019 10:28
    No replies, thread closed.
    Voicemail can only be played back to a sound device on the computer. So, no, it cannot be played back to the Polycom phone. Some headset bases allow the headset to be used with the phone or with USB, and have a button to switch quickly between the two, but that's the only thing I can think of to be able to use the same headset for both.

    Hopefully someone else knows of a better solution.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Listening to ACD voicemail on Polycom

    Posted 04-30-2019 15:15
    No replies, thread closed.
    You should be able to dial *86 on the Polycom phone to reach the voicemail. We are able to use this if the Polycom phone is the selected device in the PureCloud client.

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    Sven Schiller
    Kognitiv
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    Original Message


  • 4.  RE: Listening to ACD voicemail on Polycom

    Posted 04-30-2019 15:19
    Edited by George Ganahl 04-30-2019 15:19
    No replies, thread closed.
    Not for ACD voicemail, as far as I know.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Listening to ACD voicemail on Polycom

    Posted 04-30-2019 15:28
    No replies, thread closed.
    Yes, thanks George for catching that. The *86 applies only for personal voicemail, not for ACD voicemails. ACD voicemails play like call recordings in your PureCloud client.

    ------------------------------
    Sven Schiller
    Kognitiv
    ------------------------------

    Original Message


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