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  • 1.  Part 2 - Need skill to follow voicemail

    Posted 12-10-2021 13:44
    No replies, thread closed.
    Happy Friday!

    About 17 days ago I posted to the community reaching our for suggestions for call flow configurations that would allow a skill to follow a voicemail.  I have had  great feedback and suggestions but they have not been successful.  The problem appears to be with the schedule check; if I remove the schedule check the skill will indeed be attached to the voicemail. With the schedule check configured in the flow, no such luck.  The schedule check is very necessary in order to allow customers to leave a message after hours.

     I am hoping to avoid having to create separate language queues to manage voicemails for the specific language selections.

    If anyone else has run into this issue and has slayed this dragon, please share your ideas and what you have done to make this happen.  I am scheduled to go live with the additional language skills January 5th and I hope to have a resolution soon.

    I do know there is a suggestion for this configuration in the ideas lab (INB-I-278) but it has not garnered much attention. 

    PS - if this sounds desperate, it is :D

    Thanks so much!
    Tina
    #ArchitectureandDesign

    ------------------------------
    Tina Yocum
    Nxstage Medical, Inc.
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  • 2.  RE: Part 2 - Need skill to follow voicemail

    Posted 12-10-2021 14:34
    No replies, thread closed.
    Not the most elegant, but if you capture the skills on the call before you create the voicemail, you could then change the skills of the voicemail in queue through the new API to update the conversation in queue.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Part 2 - Need skill to follow voicemail

    Posted 12-13-2021 18:51
    No replies, thread closed.
    Hi Robert,

    I appreciate your suggestion. 

    I was finally able to make this work by creating an In-Queue flow for the queues that have voicemail.  In order for this to work, I added a generic skill for any language that I would need, for instance I added Spanish.  Spanish, Queue Skill Name and language skill were added to the transfer to ACD action and on schedule closed the caller receive a vm greeting and the message is routed to the agent with both the Spanish and Queue Skill name.  I cannot see that the language skill is doing anything for this configuration but it is needed for out supervisors so it will stay.

    This configuration is keeping vm routed to right agent.  It bets adding additional queues!

    Thank you!

    ------------------------------
    Tina Yocum
    Nxstage Medical, Inc.
    ------------------------------

    Original Message


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