Hello Nuttapong,
I dont believe this can be done. If the call enters the voicemail stage its already left the IVR and thus routing is basically over.
You can use features like Bullseye routing that will move to the next agent if that agent doesnt answer. But like I mentioned above once the customer hits the VM the call has essentially left the IVR and all routing is completed.
Cheers,
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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 07-28-2024 05:38
From: Nuttapong Limadisai
Subject: Transfer to Voicemail not forward call to Agent
Hi @Cameron Tomlin
If I want to redirect the call to an agent when a customer fails to leave a voicemail, can this be done?
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Nuttapong Limadisai
Beryl 8 Plus Public Company Limited
Original Message:
Sent: 07-10-2024 09:11
From: Cameron Tomlin
Subject: Transfer to Voicemail not forward call to Agent
Hello Nuttapong,
It would depend on if the customer hang up before or after the VM greeting completes. Meaning if the customer hangs up before the VM completes it shouldn't forward the call to the agent, but if the greeting is completed then it would still forward the call even if the customer doesn't leave a message.
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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
DenverCO
Original Message:
Sent: 07-08-2024 10:54
From: Nuttapong Limadisai
Subject: Transfer to Voicemail not forward call to Agent
In the case of a transfer to voicemail in the IVR, if the customer does not leave a message, the system does not forward the call to an agent. Is this correct?
#ArchitectureandDesign
#Implementation
#Routing(ACD/IVR)
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Nuttapong Limadisai
Beryl 8 Plus Public Company Limited
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