Genesys Cloud - Main

when forwarding to a remote phone my customer wants the caller to be able to leave a VM message which will be able to be access by the group of agents. Currently the agent has the facility to diver the call to a remote endpoint which is their mobile however it is the VM on the mobile. Is there anyway to enable a customer to leave a VM message elsewhere when routing to a remote mobile phone endpoint ?.

#ArchitectureandDesign
#Routing(ACD/IVR)

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Richard Craig
British Telecommunications PLC
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Hi Richard,

It sounds like the best solution to this problem is to route voicemails to a shared mailbox. We create user accounts that just have voicemail permissions with an email we have set up in Outlook as a shared mailbox. Agents are added to said shared mailbox and when a voicemail is left, they all get it. There are other ways to do this, but this works best for us.

In the below example, when I call my flow and transfer to that number, the connect timeout waits 10 seconds to see if the call is answered. If the call is not answered, it will take the Failure path.

**By default, the Connect Timeout is set to Edge's timeout settings. For our org, that would mean it would end up going to the endpoint's VM / your issue here.

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Caleb Smith
Interstate Gas Supply, Inc.
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