Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  Transfer to Voicemail not forward call to Agent

    Posted 15 days ago

    In the case of a transfer to voicemail in the IVR, if the customer does not leave a message, the system does not forward the call to an agent. Is this correct?


    Nuttapong Limadisai
    Beryl 8 Plus Public Company Limited

  • 2.  RE: Transfer to Voicemail not forward call to Agent
    Best Answer

    Posted 13 days ago

    Hello Nuttapong,


    It would depend on if the customer hang up before or after the VM greeting completes. Meaning if the customer hangs up before the VM completes it shouldn't forward the call to the agent, but if the greeting is completed then it would still forward the call even if the customer doesn't leave a message.

    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees

Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources