Genesys Cloud - Main

Hello All,
I am curious if the cloud system has the ability to do voicemail escalations. We want the voicemail system to notify users in a specific order until the voicemail is heard.

For example:
Voicemail is left in Queue 1 after hours
step 1- the system then reaches out to agent 1 via phone call 
step 2- if no answer it then reaches back out to agent 1 via phone call after 5 min
step 3- if no answer it then reaches out to agent 2 via phone call after 10 min
step 4- if now answer it then reaches out to agent 3 via phone call after 15 min
etc...

if the voicemail is heard at anytime in the process then the process will not continue to the next step.

#ArchitectureandDesign
#Implementation
#Integrations
#SystemAdministration
#Telephony
#Unsure/Other

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Benny Martinez
Packet Fusion, Inc.
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Nothing built in, but two options:
1. Have an after call user that has cell phone numbers in the Forward Calls list.
2. Create different groups and have it role from one group to another using the Transfer to Group and timeout to call in a flow.  That will at least get you the timings you want.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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