Hello,
We have successfully implemented Genesys CX cloud recently and to make it easy on ourselves we tried to maintain a like-for-similar design from our old contact center vendor (unmentioned). In this idea we implemented voicemail queues as a straightforward method to allow distinct business lines to have 'coverage' for after hours or certain routing criteria to allow callers to leave messages and then, of course, have those messages delivered to our reps when they could. This met the like-for-similar need for a 'business area' voicemail box and works very well in-place.
However, now we have come to realize we now have a gap in that our business areas no longer can record greetings (potentially daily) for these voicemail "boxes" (queues) without IT administration involvement, very cumbersome to say the least.
As there is a mechanism for recording individual 'communicate' voicemail greetings on-demand from the end-user, is there any solution to allow this for voicemail queue greetings? The great benefit of a Genesys voicemail queue (management, stats, handling) has been greatly hobbled in our business community by this lack of changing the general 'business voicemail' greeting in an easy manner, really from their end. We really don't want to go back to basic end point voicemail boxes, that seems like a big step backwards from voicemail queues.
Is there any App Foundry solutions, developer blueprints, road map items or just advice that may meet this? To have to create a custom app seems overkill for such a distinct need, so hoping someone else encountered this and possibly we just aren't seeing the answer? We (i.e. IT) can continue to record and replace audio file greetings for voicemail queues, but that is overhead no one was expecting.
Thanks for any advice, direction, or information.
Greg
#Routing(ACD/IVR)#SystemAdministration#Telephony------------------------------
Greg Magsamen
Network Engineer / Systems Manager
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