Genesys Cloud - Main

You have to set the hold music to play for a specific duration, and then build a menu prompting the caller whether they want to continue to hold or transfer to voicemail.

You can transfer to a user's voicemail (there is no option to transfer to voicemail for an ACD queue, since there is no such thing as a mailbox associated with a queue).

What are the intentions of this task in the In-Queue Flow for? It doesn't seem to work, but curious if it was just staging for future development.

Hi Jason

The option is for customers to opt out of the queue if waiting too long and rather leave a voicemail option for a callback.

I have sorted this out already.

Thanks

Thanks.

The question was more for Genesys or @George Ganahl? Thought it might be helpful to have additional information here in the same spot instead of starting a new thread (as I came across this in a search), though didn't intend to hijack.

Saw this help article mentioning the feature as well. https://help.mypurecloud.com/articles/set-transfer-voicemail-action/

https://help.mypurecloud.com/articles/accept-acd-voicemail-interaction/

We have something like this where we offer our customers on hold to leave a vociemail, or it will force them to voicemail if they have been on hold for 15 minutes.

Is there a way to set a lower priority for ACD Queued up voicemail compared to Voice calls or other interactions? If a customer returns to work on a Monday morning and there are 10 voicemails queued up in addition to some customers waiting on hold, it is desirable to answer the live calls before the voicemails, however I don't see a way to do this.