Genesys Cloud - Main

Our call flows are set up with a priority setting to ensure calls to certain queues are answered in a certain order based on importance. The issue is when the call goes to VM the priority is lost. We have separate VM queues so we can better determine stats and keep reports accurate.

I know there is a "Set Priority" option in Architect however for the "Transfer to VM" flow option this is not available. 

Does anyone have any ideas or suggestions for how to keep or obtain a priority for VM's?

Thank you,

I didn't quite understand the scenario, but what if you use "set participant data" to assign priority and in the new flow use "Get Participant data" to retrieve the value from the set participant?

Our call flows are set up with a priority setting to ensure calls to certain queues are answered in a certain order based on importance. The issue is when the call goes to VM the priority is lost. We have separate VM queues so we can better determine stats and keep reports accurate.

I know there is a "Set Priority" option in Architect however for the "Transfer to VM" flow option this is not available. 

Does anyone have any ideas or suggestions for how to keep or obtain a priority for VM's?

Thank you,

Thank you for your suggestion. I tried that option and the priority did not stay with the VM. I'm not sure what may be wrong with the flow setup.

This is the in-queue setup. I tried it with "Set Priority" action as well and it still failed

This is the setup for the VM flow

I didn't quite understand the scenario, but what if you use "set participant data" to assign priority and in the new flow use "Get Participant data" to retrieve the value from the set participant?

Our call flows are set up with a priority setting to ensure calls to certain queues are answered in a certain order based on importance. The issue is when the call goes to VM the priority is lost. We have separate VM queues so we can better determine stats and keep reports accurate.

I know there is a "Set Priority" option in Architect however for the "Transfer to VM" flow option this is not available. 

Does anyone have any ideas or suggestions for how to keep or obtain a priority for VM's?

Thank you,

Our call flows are set up with a priority setting to ensure calls to certain queues are answered in a certain order based on importance. The issue is when the call goes to VM the priority is lost. We have separate VM queues so we can better determine stats and keep reports accurate.

I know there is a "Set Priority" option in Architect however for the "Transfer to VM" flow option this is not available. 

Does anyone have any ideas or suggestions for how to keep or obtain a priority for VM's?

Thank you,

Hello Britney, 

This is a current limitation within, as there is no inherent way to maintain priority using the "Transfer to Voicemail" action in architect. 

More to @Kaio Oliveira point I believe separate voicemail flows is a potential workaround. This is done by creating different voicemail flows for different priority levels. This should allow calls to route to the appropriate priority specific voicemail flows. This should allow you to maintain separate queues while inherently maintaining priority through the flow structure. 

Hope this helps!

Our call flows are set up with a priority setting to ensure calls to certain queues are answered in a certain order based on importance. The issue is when the call goes to VM the priority is lost. We have separate VM queues so we can better determine stats and keep reports accurate.

I know there is a "Set Priority" option in Architect however for the "Transfer to VM" flow option this is not available. 

Does anyone have any ideas or suggestions for how to keep or obtain a priority for VM's?

Thank you,

If you do the transfer to voicemail (with target type queue) in an in-queue flow it will maintain the priority.

Also you cannot create voicemail flows.  There is only 1. https://help.genesys.cloud/articles/voicemail-flow-overview/

Hello Britney, 

This is a current limitation within, as there is no inherent way to maintain priority using the "Transfer to Voicemail" action in architect. 

More to @Kaio Oliveira point I believe separate voicemail flows is a potential workaround. This is done by creating different voicemail flows for different priority levels. This should allow calls to route to the appropriate priority specific voicemail flows. This should allow you to maintain separate queues while inherently maintaining priority through the flow structure. 

Hope this helps!

Our call flows are set up with a priority setting to ensure calls to certain queues are answered in a certain order based on importance. The issue is when the call goes to VM the priority is lost. We have separate VM queues so we can better determine stats and keep reports accurate.

I know there is a "Set Priority" option in Architect however for the "Transfer to VM" flow option this is not available. 

Does anyone have any ideas or suggestions for how to keep or obtain a priority for VM's?

Thank you,

Having the in-queue flow setup that way saves the VM in that queue. We have separate VM queues for each main queue we utilize so we can tell the difference between a VM and a callback since Genesys doesn't differentiate the two. That would keep the priority but the call would not route correctly for us.

If you do the transfer to voicemail (with target type queue) in an in-queue flow it will maintain the priority.

Also you cannot create voicemail flows.  There is only 1. https://help.genesys.cloud/articles/voicemail-flow-overview/

Hello Britney, 

This is a current limitation within, as there is no inherent way to maintain priority using the "Transfer to Voicemail" action in architect. 

More to @Kaio Oliveira point I believe separate voicemail flows is a potential workaround. This is done by creating different voicemail flows for different priority levels. This should allow calls to route to the appropriate priority specific voicemail flows. This should allow you to maintain separate queues while inherently maintaining priority through the flow structure. 

Hope this helps!

Our call flows are set up with a priority setting to ensure calls to certain queues are answered in a certain order based on importance. The issue is when the call goes to VM the priority is lost. We have separate VM queues so we can better determine stats and keep reports accurate.

I know there is a "Set Priority" option in Architect however for the "Transfer to VM" flow option this is not available. 

Does anyone have any ideas or suggestions for how to keep or obtain a priority for VM's?

Thank you,