Genesys Cloud - Main

Dear Geneys Cloud CX Community,

I've received a requirement from one of our Customer to implement the following flow:

1. The caller call a Service Number, leaves a message and hangs up.
2. The message is forwarded by email to a team mailbox (message attached as audio file).
3. The Contact Centre solution then initiates an outgoing call to the On-call number.
4. If the on-call staff member does not pick up, the CC solution tries to call him again every 5 minutes. After 5 unsuccessful attempts, an escalation number should be called.
5. When a staff member picks up, he hears a standard message and knows that there was a call and that he should check the team mailbox.

Attention Point: The On-call staff members are not onboarded in Genesys so the only way to listen the message left by the caller is opening the audio file attached in the email.

For the points 3-4-5 I've found a possible solution by configuring an agentless outbound campaign and use the related outbound API to create the record in the calling list. 

For the points 1 ahd 2 is there a way in Genesys cloud to record a message via Flow and attach it in a newly generated outbound email sent to a specific mailbox?

Any ideas or suggestions are very welcome.

Thanks and Kind Regards,

Fabrizio

 

#Implementation

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Fabrizio Tortis
Swisscom (Schweiz) AG
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Hi Fabrizio,

For the points 1 and 2, you can simply create a new user with the email ID of where you want the email to be sent.

In the architect, transfer the call to a USER voicemail and select the user you've create above.

Once the voicemail is recorded and customer disconnects, Genesys by default will send an email with voicemail recording attached, to the email ID of the transferred user.

Hope this helps.

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Sriram L
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Hi Sriram,

Thanks for the good suggestion. This help me for sure.

Kind Regards,

Fabrizio

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Fabrizio Tortis
Swisscom (Schweiz) AG
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Original Message:
Sent: 06-16-2023 07:29
From: Sriram L
Subject: Record a message in the IVR and send it with an email as attachment

Hi Fabrizio,

For the points 1 and 2, you can simply create a new user with the email ID of where you want the email to be sent.

In the architect, transfer the call to a USER voicemail and select the user you've create above.

Once the voicemail is recorded and customer disconnects, Genesys by default will send an email with voicemail recording attached, to the email ID of the transferred user.

Hope this helps.

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Sriram L
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