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  • 1.  Voicemail Assignment

    Posted 06-26-2023 08:50
    No replies, thread closed.

    Hello All,

    Can anyone advise, is it possible to use the component "transfer to Voicemail" In-bound and In-Queue call flow, with target set as Queue, and limit the access of recorded VM some specific users having VM Skill ? and not assigned to every member of the Queue ?

    If, Please advise how this can be achieved ?


    #ArchitectureandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Md Nadeem Anwar
    Orange SA
    ------------------------------


  • 2.  RE: Voicemail Assignment

    Posted 06-26-2023 09:31
    No replies, thread closed.

    Take a look at this thread - it looks like it is the exact opposite of what you want, however if you look at Melissa's reply at the end, I think that may work for you?



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 3.  RE: Voicemail Assignment

    Posted 06-27-2023 01:04
    No replies, thread closed.

    Hello Paul,

    Thank you for your guidance, but this won't help my purpose, at any time if all the agents are on Qn-Queue, VM will be assigned to all of them and not specified users. 

    is there anyway to send the skill with VM interaction.



    ------------------------------
    Md Nadeem Anwar
    Orange SA
    ------------------------------

    Original Message


  • 4.  RE: Voicemail Assignment
    Best Answer

    Posted 06-27-2023 08:29
    No replies, thread closed.

    Hi,

    I wasn't referring to the skills, but Melissa's discussion of Permissions:

    "There are accept permissions for each media type.  conversation:call:accept, conversation:callback:accept, conversation:email:accept and so on.  Queue voicemails are callbacks, so give the agents converation:callback:accept but not conversation:call:accept"

    In your case, you would just need the reverse. (i.e. all agents have conversation:call:accept but only the required agents have conversation:callback:accept)

    HTH



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------

    Original Message


  • 5.  RE: Voicemail Assignment

    Posted 06-27-2023 11:49
    No replies, thread closed.

    Hello Paul,

    Thank you for your suggestion, I would test the same in my lab and seems quite possible solution for the requirement. 

    Cheers buddy..!!!!!!!!!



    ------------------------------
    Md Nadeem Anwar
    Orange SA
    ------------------------------

    Original Message


  • 6.  RE: Voicemail Assignment

    Posted 06-27-2023 01:20
    No replies, thread closed.

    Hello Nadeem,

    I solved this problem by creating a seperate queue for every line for voicemail. For example:
    CB_AGB for voice
    CB_AGB_VM for Voicemail.
    My Flow always directs voicemails to that seperate queue. This allows me to control, wich user is activated for the queue.
    Best regards
    Christoph



    ------------------------------
    Christoph Domaschke
    CRONBANK AG
    ------------------------------



  • 7.  RE: Voicemail Assignment

    Posted 06-27-2023 11:51
    No replies, thread closed.

    Hello Christoph,

    Thank you for the suggestion, this( separate Queue) is the solution, which I have currently implemented to the client and is working quite well. 

    But was looking for something which can limit VM assignment on a single Queue only. 



    ------------------------------
    Md Nadeem Anwar
    Orange SA
    ------------------------------

    Original Message


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