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  • 1.  Voice message can't play on phone device

    Posted 03-23-2019 11:52
    Edited by Wen Gu 03-23-2019 11:55
    No replies, thread closed.
    Hello all,

    We got this issue since Jan.

    User can dial "*86" on their phone device to reach voice mail system. However after VM system answers the call and plays an announcement of the count of new/old messages , it plays an error message immediately - "    I am having difficult to process your request, please try again in a few minutes" and hangs up the call. Actually the issue started since the first day when our organization created on PureCloud.

    The case 0002443266 opened for it. After 3 months, it's still not fixed. The issue impacts the whole organization. I am wondering if anyone has the same issue.

    Thanks!
      
    #Telephony

    ------------------------------
    Wen Gu
    SITA SCARL- Switzerland Branch
    ------------------------------


  • 2.  RE: Voice message can't play on phone device

    Posted 03-26-2019 12:34
    Edited by Brenda Wynne 03-26-2019 13:01
    No replies, thread closed.
    Are you using your own phones, or the PureCloud Web RTC phones?  I'm asking because we use our own phones with PureCloud and we are not able to check our voicemails from our phones because the voicemails are not actually on our phones - but they are instead in PureCloud.  I'm curious because I have a requirement from one of my business teams to be able to check their voicemail from their cell phones, and I didn't think they could do that.​

    Sorry, I should have pointed out that voicemails in our system do not go directly to a user, but rather to a queue as a callback interaction. 
    ------------------------------
    Brenda
    Implementing PureCloud, eMite, and VOCI
    ------------------------------



  • 3.  RE: Voice message can't play on phone device

    Posted 03-26-2019 12:55
    No replies, thread closed.
    Just a By The Way (BTW), Brenda...with the PureCloud app installed on a smartphone, you have the Inbox and can check voicemails, faxes and recordings directly from there.

    You also get an email with an attached .wav of the voicemail that can be listened to on a phone.


    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: Voice message can't play on phone device

    Posted 03-26-2019 13:01
    No replies, thread closed.
    I guess I should have clarified - our voicemails actually route to queues as "Callbacks" and not as voicemails to individual users.​

    ------------------------------
    Brenda
    Implementing PureCloud, eMite, and VOCI
    ------------------------------

    Original Message


  • 5.  RE: Voice message can't play on phone device

    Posted 03-26-2019 13:03
    No replies, thread closed.
    Got it. Yeah, PureCloud is not designed for agents/users to have full functionality for all ACD interactions on their cell phones.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 6.  RE: Voice message can't play on phone device

    Posted 03-26-2019 15:20
    No replies, thread closed.
    Hi Brenda, neither hard phone nor WebRTC works. Thanks!

    ------------------------------
    Wen Gu
    SITA SCARL- Switzerland Branch
    ------------------------------

    Original Message


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