Genesys Cloud - Main

We have setup a voicemail queue for the first time for our nurses. This is the first time we are doing a setup like this. the only issue is the nurses have historically, on avaya, have been able to listen to all their voicemails and be able to decide which ones they need to triage first and work on the less urgent ones later. Since we are using a queue based voicemail, this doesn't really seem possible for them.

I was wondering is there a way to transfer the voicemail back into the voicemail queue and also retain all the skill information so them can differ a voicemail until later?

Hi Nicholas,

You can transfer the voicemail back to the queue using a blind transfer, and skills can be retained with the right configuration.

• Make sure "Strip skills from voice interactions on blind transfer" is turned OFF (so skills are not removed)
• Enable "Preserve routing data from calls for callbacks and voicemails"
• https://community.genesys.com/viewdocument/preserve-routing-information-for-ca?CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=librarydocuments

With this setup, the voicemail will re-enter the queue with its routing context. Just note it may be offered again quickly if the agent is still available.

If triaging is important, consider using a separate triage (low-priority) queue to defer non-urgent voicemails.

Helpful resources:

• https://help.mypurecloud.com/articles/strip-skills-from-voice-interaction-blind-transfers/
• https://community.genesys.com/discussion/preserve-routing-data-from-calls-for-callbacks-and-voicemails-feature

Hopefully someone from community has done a similar setup could add more to this.

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Phaneendra
Technical Solutions Consultant
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I will look into these.

Hello Nicholas, 

The issue is a lot of times the nurses are coming back from clinic and have a good deal of voicemails waiting. there is no way to tell if it is urgent before they get to them. so we are still investigating way to make this work.

As a follow-up, another option is to schedule the ACD voicemail for a later time instead of transferring it back to the queue.

Agents can use the Interactions pane to schedule a callback once they determine it's not urgent. At the scheduled time, the interaction is then offered again through ACD, which can help avoid the "bounce back" behaviour.

There's a community thread showing this approach working here:
https://community.genesys.com/discussion/create-a-scheduled-callback-from-acd-voicemail

This is brilliant. I was hoping there was something along these lines, but this I think will pretty much solve the issue. now I just have to do some testing to create a best practice for them