Genesys Cloud - Main

Prior to moving to Genesys Cloud, our voicemail system had coverage paths where callers could be prompted to press 0, instead of leaving a message to be transferred to either a queue or another agent.  This was so important to one of our departments, that we had to create queues for each individual agent and handle this through in-queue flows.

I was wondering if anyone has attempted this.  I have been able to do this with a data table and using the logical switch in determining whether the call should go to a queue or another agent.  The only issue I am having is once the call is transferred to the next agent, you don't hear ringing as the caller.  It's just dead air until that next agent picks up or you reach the voicemail.  

Any insight or feedback is welcome.

Thank you,
#ArchitectureandDesign
#Roadmap/NewFeatures

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

You can put that logic in the voicemail flow, should be simpler.  https://help.mypurecloud.com/articles/voicemail-flow-overview/

I couldn't reproduce the dead air thing with inqueue flows.  What does your flow look like?

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 03-23-2022 12:11
From: Jason Tripp
Subject: Voicemaile Flows

Prior to moving to Genesys Cloud, our voicemail system had coverage paths where callers could be prompted to press 0, instead of leaving a message to be transferred to either a queue or another agent.  This was so important to one of our departments, that we had to create queues for each individual agent and handle this through in-queue flows.

I was wondering if anyone has attempted this.  I have been able to do this with a data table and using the logical switch in determining whether the call should go to a queue or another agent.  The only issue I am having is once the call is transferred to the next agent, you don't hear ringing as the caller.  It's just dead air until that next agent picks up or you reach the voicemail.

Any insight or feedback is welcome.

Thank you,
#ArchitectureandDesign
#Roadmap/NewFeatures

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

Melissa,

Thank you for your response.  I should have specified though, I do have the logic in place on the voicemail flow in our dev region.  That is where when transferring to a user, after playing the voicemail greeting, I am getting the dead air until that user picks up or their voicemail greeting plays.  

The in queue flow that is currently used actually pretty simple.  It plays hold music for 15 seconds, then a prompt to leave a message or press 0 for immediate assistance.  Then it either sends it to that agents voicemail or to a queue.   


------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

Original Message:
Sent: 03-23-2022 12:48
From: Melissa Bailey
Subject: Voicemaile Flows

You can put that logic in the voicemail flow, should be simpler.  https://help.mypurecloud.com/articles/voicemail-flow-overview/

I couldn't reproduce the dead air thing with inqueue flows.  What does your flow look like?

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 03-23-2022 12:11
From: Jason Tripp
Subject: Voicemaile Flows

Prior to moving to Genesys Cloud, our voicemail system had coverage paths where callers could be prompted to press 0, instead of leaving a message to be transferred to either a queue or another agent.  This was so important to one of our departments, that we had to create queues for each individual agent and handle this through in-queue flows.

I was wondering if anyone has attempted this.  I have been able to do this with a data table and using the logical switch in determining whether the call should go to a queue or another agent.  The only issue I am having is once the call is transferred to the next agent, you don't hear ringing as the caller.  It's just dead air until that next agent picks up or you reach the voicemail.

Any insight or feedback is welcome.

Thank you,
#ArchitectureandDesign
#Roadmap/NewFeatures

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

What does your voicemail flow look like?

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 03-23-2022 13:20
From: Jason Tripp
Subject: Voicemaile Flows

Melissa,

Thank you for your response.  I should have specified though, I do have the logic in place on the voicemail flow in our dev region.  That is where when transferring to a user, after playing the voicemail greeting, I am getting the dead air until that user picks up or their voicemail greeting plays.

The in queue flow that is currently used actually pretty simple.  It plays hold music for 15 seconds, then a prompt to leave a message or press 0 for immediate assistance.  Then it either sends it to that agents voicemail or to a queue.


------------------------------
Jason Tripp
Independent Health Association, Inc.

Original Message:
Sent: 03-23-2022 12:48
From: Melissa Bailey
Subject: Voicemaile Flows

You can put that logic in the voicemail flow, should be simpler.  https://help.mypurecloud.com/articles/voicemail-flow-overview/

I couldn't reproduce the dead air thing with inqueue flows.  What does your flow look like?

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 03-23-2022 12:11
From: Jason Tripp
Subject: Voicemaile Flows

Prior to moving to Genesys Cloud, our voicemail system had coverage paths where callers could be prompted to press 0, instead of leaving a message to be transferred to either a queue or another agent.  This was so important to one of our departments, that we had to create queues for each individual agent and handle this through in-queue flows.

I was wondering if anyone has attempted this.  I have been able to do this with a data table and using the logical switch in determining whether the call should go to a queue or another agent.  The only issue I am having is once the call is transferred to the next agent, you don't hear ringing as the caller.  It's just dead air until that next agent picks up or you reach the voicemail.

Any insight or feedback is welcome.

Thank you,
#ArchitectureandDesign
#Roadmap/NewFeatures

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

This is what I added to the original flow in the start up task in the default voicemail flow.  I'm looking up the voicemail.user.id in the data table and based on what comes back, determines how the call routes and where.  



------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

Original Message:
Sent: 03-23-2022 19:23
From: Melissa Bailey
Subject: Voicemaile Flows

What does your voicemail flow look like?

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 03-23-2022 13:20
From: Jason Tripp
Subject: Voicemaile Flows

Melissa,

Thank you for your response.  I should have specified though, I do have the logic in place on the voicemail flow in our dev region.  That is where when transferring to a user, after playing the voicemail greeting, I am getting the dead air until that user picks up or their voicemail greeting plays.

The in queue flow that is currently used actually pretty simple.  It plays hold music for 15 seconds, then a prompt to leave a message or press 0 for immediate assistance.  Then it either sends it to that agents voicemail or to a queue.


------------------------------
Jason Tripp
Independent Health Association, Inc.

Original Message:
Sent: 03-23-2022 12:48
From: Melissa Bailey
Subject: Voicemaile Flows

You can put that logic in the voicemail flow, should be simpler.  https://help.mypurecloud.com/articles/voicemail-flow-overview/

I couldn't reproduce the dead air thing with inqueue flows.  What does your flow look like?

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 03-23-2022 12:11
From: Jason Tripp
Subject: Voicemaile Flows

Prior to moving to Genesys Cloud, our voicemail system had coverage paths where callers could be prompted to press 0, instead of leaving a message to be transferred to either a queue or another agent.  This was so important to one of our departments, that we had to create queues for each individual agent and handle this through in-queue flows.

I was wondering if anyone has attempted this.  I have been able to do this with a data table and using the logical switch in determining whether the call should go to a queue or another agent.  The only issue I am having is once the call is transferred to the next agent, you don't hear ringing as the caller.  It's just dead air until that next agent picks up or you reach the voicemail.

Any insight or feedback is welcome.

Thank you,
#ArchitectureandDesign
#Roadmap/NewFeatures

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

I don't see anything wrong.  You need to open a ticket with support so they can investigate where the dead air is coming from.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 03-24-2022 11:58
From: Jason Tripp
Subject: Voicemaile Flows

This is what I added to the original flow in the start up task in the default voicemail flow.  I'm looking up the voicemail.user.id in the data table and based on what comes back, determines how the call routes and where.



------------------------------
Jason Tripp
Independent Health Association, Inc.

Original Message:
Sent: 03-23-2022 19:23
From: Melissa Bailey
Subject: Voicemaile Flows

What does your voicemail flow look like?

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 03-23-2022 13:20
From: Jason Tripp
Subject: Voicemaile Flows

Melissa,

Thank you for your response.  I should have specified though, I do have the logic in place on the voicemail flow in our dev region.  That is where when transferring to a user, after playing the voicemail greeting, I am getting the dead air until that user picks up or their voicemail greeting plays.

The in queue flow that is currently used actually pretty simple.  It plays hold music for 15 seconds, then a prompt to leave a message or press 0 for immediate assistance.  Then it either sends it to that agents voicemail or to a queue.


------------------------------
Jason Tripp
Independent Health Association, Inc.

Original Message:
Sent: 03-23-2022 12:48
From: Melissa Bailey
Subject: Voicemaile Flows

You can put that logic in the voicemail flow, should be simpler.  https://help.mypurecloud.com/articles/voicemail-flow-overview/

I couldn't reproduce the dead air thing with inqueue flows.  What does your flow look like?

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 03-23-2022 12:11
From: Jason Tripp
Subject: Voicemaile Flows

Prior to moving to Genesys Cloud, our voicemail system had coverage paths where callers could be prompted to press 0, instead of leaving a message to be transferred to either a queue or another agent.  This was so important to one of our departments, that we had to create queues for each individual agent and handle this through in-queue flows.

I was wondering if anyone has attempted this.  I have been able to do this with a data table and using the logical switch in determining whether the call should go to a queue or another agent.  The only issue I am having is once the call is transferred to the next agent, you don't hear ringing as the caller.  It's just dead air until that next agent picks up or you reach the voicemail.

Any insight or feedback is welcome.

Thank you,
#ArchitectureandDesign
#Roadmap/NewFeatures

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------