Genesys Cloud - Main

Wondering the best way to achieve this

We have a group that is not always logged into Genesys- if no agents on queue or caller is waiting in queue for x amount of time the call is transferred to the queue voicemail.

1. Is there a way to have that voicemail then route to an email- with wav file?
2. do i need to have the voicemail route to a group then forward to an email?
3. or is there a better way to achieve this

#Telephony

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Marilyn Cambria

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We have some groups like this - for them we create a user who's email is the distribution list or ticketing system email address we want the wav file delivered to and then we create a group who's only member is this user. Then within your Architect inQueue flows you can set an action that routes to the group voicemail after X time. You could include logic to route immediately if no users are online and idle - for that you would need a data action to make an API call back into Genesys to determine how many users are around.

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Brad Murlin
Zillow, Inc.
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Thank you

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Marilyn Cambria
Becton Dickinson and Company
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Original Message:
Sent: 01-31-2024 18:17
From: Brad Murlin
Subject: Route voicemail to an email

We have some groups like this - for them we create a user who's email is the distribution list or ticketing system email address we want the wav file delivered to and then we create a group who's only member is this user. Then within your Architect inQueue flows you can set an action that routes to the group voicemail after X time. You could include logic to route immediately if no users are online and idle - for that you would need a data action to make an API call back into Genesys to determine how many users are around.

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Brad Murlin
Zillow, Inc.
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Yeah we also use dummy users for this purpose, in the Architect flow just select Route to Voicemail and it allows you to select an individual user. That "user" will receive the VM as an email - so just make that user's email the address you want to use.

The only thing to remember is that the default user voicemail greeting plays and if you want to re-record it, as far as I know, you have to log in as that user as use the normal voicemail greeting recording process.

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James Dunn
Pitney Bowes Inc.
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