Genesys Cloud - Main

Hi All

When a voicemail has been left, there is the call icon to the voicemail to call the customer back. When our agents do this, there are no wrap codes and so they copy and paste the number into the interaction tab to start the call and get the wrap codes. It's not very efficient, is there any way that we can get wrap codes in the first instance?

Thanks

Shauna

#Outbound

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Shauna Gibson
PS
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Hello Shauna, 

This is expected behavior as returning a call from a voice mail is not ACD, therefor no wrap up codes. When the agent copy's and pastes into the interaction and chooses a queue it then becomes ACD, and get all the wrapup codes. 

This idea kinda looks like what you are looking for. But if it doesn't match your exact needs then I recommend creating an idea for this. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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The difference here is that there is ACD Voicemail that is a queued voicemail for a group of agents and personal voicemail that is only for the user.  Just like when you make a call out of the Calls tab on the left, it is not considered and ACD item like the voicemail left for the agent to their DID.  As Cameron said, the idea is there for you to vote and more importantly comment on with a good business case.  I would not expect a very fast development of this as with many of the basic PBX functionality, it does not get the attention it deserves.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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