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David Powell

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IVR Data

Posted By David Powell 07-14-2017 13:44
Found In Egroup: Genesys Cloud - Main \ view thread
How do I view data from the IVR. I am setting up various direct mail campaigns with different phone numbers but all of the numbers have the same queue and design in architect since the calls should be handled the same way. I want to measure each number to see the call volume and the options selected ...

Automated email of reports

Posted By David Powell 03-07-2017 17:35
Found In Egroup: Genesys Cloud - Main \ view thread
Is there a way to have scheduled reports automatically emailed to predefined email addresses?

How do I download a recording

Posted By David Powell 03-07-2017 17:04
Found In Egroup: Genesys Cloud - Main \ view thread
In interactions/interaction, I click the button to download the recording and enter a file name. However, I can not find the file that is supposed to be download. What am I doing wrong?

Alerts

Posted By David Powell 02-08-2017 16:30
Found In Egroup: Genesys Cloud - Main \ view thread
How do I set up an alert so that when I receive more than 2 voicemails in a day an alert notification is sent?

RE: Inbound Call Routing

Posted By David Powell 02-01-2017 23:50
Found In Egroup: Genesys Cloud - Main \ view thread
Also. can I split the IVR so that there are call routing rules for 8-5 that utilize the webrtc phone, 5-9 that goes to a cell phone, and the normal closed process which already works? Thanks

RE: Inbound Call Routing

Posted By David Powell 02-01-2017 23:44
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for the help. How do I then add to this so that if a customer service rep does not answer the call within 10 seconds that the call is then sent out of the system to our main switchboard to see if anybody in the office not on this system will answer the call....

Inbound Call Routing

Posted By David Powell 02-01-2017 17:30
Found In Egroup: Genesys Cloud - Main \ view thread
How do I set up in architect so that if a certain number is called that the call does not go through the menu prompts to be routed? I am using a third party to qualify leads. When they have a qualified lead, I want that inbound call from that call center to go directly to our next available agent for ...