Genesys Cloud - Main

Hello All,

Can anyone advise, is it possible to use the component "transfer to Voicemail" In-bound and In-Queue call flow, with target set as Queue, and limit the access of recorded VM some specific users having VM Skill ? and not assigned to every member of the Queue ?

If, Please advise how this can be achieved ?

Take a look at this thread - it looks like it is the exact opposite of what you want, however if you look at Melissa's reply at the end, I think that may work for you?

Hello All,

Can anyone advise, is it possible to use the component "transfer to Voicemail" In-bound and In-Queue call flow, with target set as Queue, and limit the access of recorded VM some specific users having VM Skill ? and not assigned to every member of the Queue ?

If, Please advise how this can be achieved ?

Hello Paul,

Thank you for your guidance, but this won't help my purpose, at any time if all the agents are on Qn-Queue, VM will be assigned to all of them and not specified users. 

is there anyway to send the skill with VM interaction.

Take a look at this thread - it looks like it is the exact opposite of what you want, however if you look at Melissa's reply at the end, I think that may work for you?

Hello All,

Can anyone advise, is it possible to use the component "transfer to Voicemail" In-bound and In-Queue call flow, with target set as Queue, and limit the access of recorded VM some specific users having VM Skill ? and not assigned to every member of the Queue ?

If, Please advise how this can be achieved ?

Hi,

I wasn't referring to the skills, but Melissa's discussion of Permissions:

"There are accept permissions for each media type.  conversation:call:accept, conversation:callback:accept, conversation:email:accept and so on.  Queue voicemails are callbacks, so give the agents converation:callback:accept but not conversation:call:accept"

In your case, you would just need the reverse. (i.e. all agents have conversation:call:accept but only the required agents have conversation:callback:accept)

HTH

Hello Paul,

Thank you for your guidance, but this won't help my purpose, at any time if all the agents are on Qn-Queue, VM will be assigned to all of them and not specified users. 

is there anyway to send the skill with VM interaction.

Take a look at this thread - it looks like it is the exact opposite of what you want, however if you look at Melissa's reply at the end, I think that may work for you?

Hello All,

Can anyone advise, is it possible to use the component "transfer to Voicemail" In-bound and In-Queue call flow, with target set as Queue, and limit the access of recorded VM some specific users having VM Skill ? and not assigned to every member of the Queue ?

If, Please advise how this can be achieved ?

Hello All,

Can anyone advise, is it possible to use the component "transfer to Voicemail" In-bound and In-Queue call flow, with target set as Queue, and limit the access of recorded VM some specific users having VM Skill ? and not assigned to every member of the Queue ?

If, Please advise how this can be achieved ?

Hello Nadeem,

I solved this problem by creating a seperate queue for every line for voicemail. For example:
CB_AGB for voice
CB_AGB_VM for Voicemail.
My Flow always directs voicemails to that seperate queue. This allows me to control, wich user is activated for the queue.
Best regards
Christoph

Hello All,

Can anyone advise, is it possible to use the component "transfer to Voicemail" In-bound and In-Queue call flow, with target set as Queue, and limit the access of recorded VM some specific users having VM Skill ? and not assigned to every member of the Queue ?

If, Please advise how this can be achieved ?