Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Forwarding Voicemail to a group mailbox or via an mp3 attachment to an outlook email account

  Thread closed by the administrator, not accepting new replies.

  • 1.  Forwarding Voicemail to a group mailbox or via an mp3 attachment to an outlook email account

    Posted 10-17-2023 08:49
    No replies, thread closed.

    Is it possible to divert an OOH call to a mailbox where the customer can leave a message and once that message has been left to then forward that message, as an attachment, to an outlook email account so that the OOH agent can access it and respond as appropriate.

    I have mentioned that it is possible to divert calls from the webRTC phone to a mobile when your logged out of Genesys Cloud and are away from the office. Setting your status to Out of Office before you logged off Genesys Cloud. Genesys Cloud sends all incoming phone calls to voicemail however the customer is adamant that they want the calls to go to a group mailbox and then be forwarded to an email account on a mobile phone. 

    Is this possible through Architect ?


    #ArchitectureandDesign
    #Integrations

    ------------------------------
    richard craig
    British Telecommunications PLC
    ------------------------------


  • 2.  RE: Forwarding Voicemail to a group mailbox or via an mp3 attachment to an outlook email account

    Posted 10-21-2023 23:21
    No replies, thread closed.

    Yes, you can change the voicemail flow to look for that user(s) and send their voicemails to the group instead of the user.  Be aware, there is a single voicemail flow for the entire ORG, so you will be changing the behavior for everyone.  Be sure to put in defaults back to the standard flow when putting in the decision for user selection.   



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

    Original Message


Related Content