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  • 1.  Updating skills,languages and priority for ACD voicemail

    Posted 07-21-2021 03:21
    No replies, thread closed.
    Hello guys,

    We are now facing a problem that if a "Transfer to Voicemail" was called in Architect, no skills, language and priority could be configured.
    Except that if it is called in the in queue flow (i.e. after Transfer to ACD), it could inherit the skills and priority of the voice call, but this does not fulfil our customers' requirement.

    We would like to achieve the followings:

    1. All ACD voicemail should require a separate skill from voice call (i.e. only agents with vm skill could take up the vm)
    2. All ACD voicemail should go to a separate queue and have a lower priority than a voice call.

    The problem of transferring the "call" to ACD is that it will momentarily pop up on agent screen as voice call before it becomes a callback in the in queue flow.
    Is there any API/data action that we could use to update the vm routing before it actually reaches to agents?

    Many thanks,
    Kelvin
    #Routing(ACD/IVR)

    ------------------------------
    Kelvin Lau
    HKBN JOS
    ------------------------------


  • 2.  RE: Updating skills,languages and priority for ACD voicemail

    Posted 08-04-2021 08:46
    No replies, thread closed.
    Kelvin - this seems like a pretty logical request and while I can't say we'll get it on the backlog right away - I do think its something we can consider in the future.  Could I ask you to create a idea in the ideas portal for this?  I'll pick it up from there.

    Thanks,
    Chris

    ------------------------------
    Chris Bohlin
    Product Manager - PureCloud
    ------------------------------

    Original Message


  • 3.  RE: Updating skills,languages and priority for ACD voicemail

    Posted 08-06-2021 00:49
    No replies, thread closed.
    Hi Chris,

    Thanks for your reply.

    I saw there were already two request  CLINB-I-1085 and CLINB-I-743 in Ideaslab regarding to this feature.
    Could you please help merge them? I will give my vote as well !

    Thanks,
    Kelvin

    ------------------------------
    Kelvin Lau
    HKBN JOS
    ------------------------------

    Original Message


  • 4.  RE: Updating skills,languages and priority for ACD voicemail

    Posted 08-09-2021 09:29
    No replies, thread closed.
    All set...thanks, Kelvin.

    ------------------------------
    Chris Bohlin
    Product Manager - PureCloud
    ------------------------------

    Original Message


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