Genesys Cloud - Main

Wondering the best way to achieve this

We have a group that is not always logged into Genesys- if no agents on queue or caller is waiting in queue for x amount of time the call is transferred to the queue voicemail.

1. Is there a way to have that voicemail then route to an email- with wav file?
2. do i need to have the voicemail route to a group then forward to an email?
3. or is there a better way to achieve this

We have some groups like this - for them we create a user who's email is the distribution list or ticketing system email address we want the wav file delivered to and then we create a group who's only member is this user. Then within your Architect inQueue flows you can set an action that routes to the group voicemail after X time. You could include logic to route immediately if no users are online and idle - for that you would need a data action to make an API call back into Genesys to determine how many users are around.

Wondering the best way to achieve this

We have a group that is not always logged into Genesys- if no agents on queue or caller is waiting in queue for x amount of time the call is transferred to the queue voicemail.

1. Is there a way to have that voicemail then route to an email- with wav file?
2. do i need to have the voicemail route to a group then forward to an email?
3. or is there a better way to achieve this

Wondering the best way to achieve this

We have a group that is not always logged into Genesys- if no agents on queue or caller is waiting in queue for x amount of time the call is transferred to the queue voicemail.

1. Is there a way to have that voicemail then route to an email- with wav file?
2. do i need to have the voicemail route to a group then forward to an email?
3. or is there a better way to achieve this

#Telephony

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Marilyn Cambria

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