Genesys Cloud - Main

We are converting our call center from Five9.  2 scenarios we have not figured out optimal solution (full disclosure this division we are converting seems to be more back office sales, but trying to treat as call center):

1.  In five9 agents could cherry pick voicemails to handle when they had "time" to do voicemails.  The way we have in genesys is voicemails go to queue, and soon as agent goes available the vmail is delivered to agent right away.   Agents preferred to only go work a voicemail when they wanted during the day. Was wondering if there was a way for agent to only get voicemails when they want. 

2.  Bigger deal, so our sales agent can make outbound calls manually (through salesforce connecter).   They can also go on queue and get inbound sales call from a sales queue. 

If they get a "sale" they give out a Direct inbound line number so the agent can handle the entire process.
The shortcomings we have on this: 
-  Incoming DID calls can't put a miranda ("your call is being recorded") message before agent gets it. 
-  It appears thee is no ability to do a wrap up code on a DID call.

-  Is there a way to use preferred agent routing to alleviate above issues?
#Implementation
#PlatformAdministration
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#SystemAdministration

------------------------------
Clayton Curtis
Enova Online Services, Inc.
------------------------------

Clayton,

For your first concern, you could create a separate queue for voicemails.  If you allow the agents to activate or deactivate themselves in queues, they could activate on the voicemail queue when they were ready for the voicemail.  Unfortunately, there would still be presented with the voicemail in the order they were received and wouldn't be able to pick them.  You could also create a group that all the agents could belong to.  Voicemails wouldn't be delivered as interactions, but agents in the group could cherry pick voicemails they respond to.

The second concern, is difficult.  On a direct call to an agent to their DID, there would be no wrap up code available.  If that and the "your call is being recorded" message are both necessary, you could create queues for each agent and their DID.  Then create a data table that has the queue ID and/or name listed next to the DID and can route calls through architect via the response from the DNIS look up on the data table.  Then you have one flow under Call Routing with all of their DID's assigned. We have done this with a couple of our areas.  It can be difficult to manage if you have many agents.  

Hope this helps or at least gives you some ideas.

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

Original Message:
Sent: 05-06-2022 11:46
From: Clayton Curtis
Subject: Same agent routing and voicemail cherry picking (converting from five9)

We are converting our call center from Five9.  2 scenarios we have not figured out optimal solution (full disclosure this division we are converting seems to be more back office sales, but trying to treat as call center):

1.  In five9 agents could cherry pick voicemails to handle when they had "time" to do voicemails.  The way we have in genesys is voicemails go to queue, and soon as agent goes available the vmail is delivered to agent right away.   Agents preferred to only go work a voicemail when they wanted during the day. Was wondering if there was a way for agent to only get voicemails when they want.

2.  Bigger deal, so our sales agent can make outbound calls manually (through salesforce connecter).   They can also go on queue and get inbound sales call from a sales queue.

If they get a "sale" they give out a Direct inbound line number so the agent can handle the entire process.
The shortcomings we have on this:
-  Incoming DID calls can't put a miranda ("your call is being recorded") message before agent gets it.
-  It appears thee is no ability to do a wrap up code on a DID call.

-  Is there a way to use preferred agent routing to alleviate above issues?
#Implementation
#PlatformAdministration
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#SystemAdministration

------------------------------
Clayton Curtis
Enova Online Services, Inc.
------------------------------

For option one have you looked into group voicemails? You can create a group enable it for voice calls tie an extension to it is the easiest way and enable voicemail next you will want to add all of the agents that should be able to take voicemail interactions and add them as a member. What will happen is anytime a voicemail goes to that group mailbox all members will have that voicemail show up in their genesys cloud inbox. Whenever someone handles a voicemail they can delete it which will delete it for everyone. Otherwise you can transfer it to a queue with a skill that none of your agents have and enable manual assignment for the queue give those agents the correct permissions to be able to annually assign interactions to themselves.
https://help.mypurecloud.com/articles/manually-assign-waiting-interactions/


Option two I would create a data table and put the DID as the key and associated with the agent's email address. Next take all those dids route them to an inbound flow play any preferred messaging that you want then do a data table look up on the table you made using the DNIS which will return the agents email you can then do a find user action inside of architect use the email address to find the user and then transfer to them. If you need these interactions to go through a queue for some type of reporting or anything like that create a skill for each user and instead of the email address and the data table use the skill name. Then do the same thing where you use the DNIS to do a lookup in the table but this time instead of find user you do a find skill with the skill name and transfer the interaction to a queue using that skill that all those agents are a part of.

------------------------------
Patrick Johnson
Genesys - Employees
------------------------------

Original Message:
Sent: 05-06-2022 11:46
From: Clayton Curtis
Subject: Same agent routing and voicemail cherry picking (converting from five9)

We are converting our call center from Five9.  2 scenarios we have not figured out optimal solution (full disclosure this division we are converting seems to be more back office sales, but trying to treat as call center):

1.  In five9 agents could cherry pick voicemails to handle when they had "time" to do voicemails.  The way we have in genesys is voicemails go to queue, and soon as agent goes available the vmail is delivered to agent right away.   Agents preferred to only go work a voicemail when they wanted during the day. Was wondering if there was a way for agent to only get voicemails when they want.

2.  Bigger deal, so our sales agent can make outbound calls manually (through salesforce connecter).   They can also go on queue and get inbound sales call from a sales queue.

If they get a "sale" they give out a Direct inbound line number so the agent can handle the entire process.
The shortcomings we have on this:
-  Incoming DID calls can't put a miranda ("your call is being recorded") message before agent gets it.
-  It appears thee is no ability to do a wrap up code on a DID call.

-  Is there a way to use preferred agent routing to alleviate above issues?
#Implementation
#PlatformAdministration
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#SystemAdministration

------------------------------
Clayton Curtis
Enova Online Services, Inc.
------------------------------