Genesys Cloud - Main

Hello Community,

I want to give a voicemail option in Inqueue, where Inqueue consists of on hold music and prompts. I want to give voicemail option in between a prompt and if user doesn't want to take voicemail, should continue to listen to on hold music and prompts. How do I achieve this? I have created a separate Inbound flow only for voicemail with Menu prompt and added this flow in Inqueue by placing a task of transfer to flow after the prompt. But as soon as I select for voicemail option, it's ending the call. Can anyone please suggest. 

#ArchitectureandDesign

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Sai Kiran
Mercedes-Benz Financial Services
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You don't need to transfer to another inbound flow for this purpose. In your InQ flow, after the prompt where you want to offer the voicemail, use Collect Input block asking caller something like "Press 1 to leave a message or continue holding" (allowing exactly 1 digit input). 

Say you are storing the input to a variable Task.Input.

Then under the Success path, use the decision block to check Task.Input =="1" 

Under "Yes" path, use "Transfer to Voicemail" block (with Transfer target set as Queue) and under "No" path, continue with Hold Music and Prompts 

------------------------------
Cheers
Zubair

Original Message:
Sent: 08-25-2023 04:35
From: Sai Kiran
Subject: Voicemail in InQueue

Hello Community,

I want to give a voicemail option in Inqueue, where Inqueue consists of on hold music and prompts. I want to give voicemail option in between a prompt and if user doesn't want to take voicemail, should continue to listen to on hold music and prompts. How do I achieve this? I have created a separate Inbound flow only for voicemail with Menu prompt and added this flow in Inqueue by placing a task of transfer to flow after the prompt. But as soon as I select for voicemail option, it's ending the call. Can anyone please suggest. 

#ArchitectureandDesign

------------------------------
Sai Kiran
Mercedes-Benz Financial Services
------------------------------

You don't need to transfer to another inbound flow for this purpose. In your InQ flow, after the prompt where you want to offer the voicemail, use Collect Input block asking caller something like "Press 1 to leave a message or continue holding" (allowing exactly 1 digit input). 

Say you are storing the input to a variable Task.Input.

Then under the Success path, use the decision block to check Task.Input =="1" 

Under "Yes" path, use "Transfer to Voicemail" block (with Transfer target set as Queue) and under "No" path, continue with Hold Music and Prompts 

------------------------------
Cheers
Zubair

Original Message:
Sent: 08-25-2023 04:35
From: Sai Kiran
Subject: Voicemail in InQueue

Hello Community,

I want to give a voicemail option in Inqueue, where Inqueue consists of on hold music and prompts. I want to give voicemail option in between a prompt and if user doesn't want to take voicemail, should continue to listen to on hold music and prompts. How do I achieve this? I have created a separate Inbound flow only for voicemail with Menu prompt and added this flow in Inqueue by placing a task of transfer to flow after the prompt. But as soon as I select for voicemail option, it's ending the call. Can anyone please suggest. 

#ArchitectureandDesign

------------------------------
Sai Kiran
Mercedes-Benz Financial Services
------------------------------

Hello,

The above solution worked for voicemail, but I want to request one more thing. When the system prompts about voicemail, if user selects nothing, it should continue to play prompt. And again, it should ask for voicemail. Even though while listening to prompt(audio) if user selects the DTMF of voicemail which was in prompt, it should redirect to voicemail. Loop case is failing here, it's not repeating the prompt and the call not getting disconnected though we are disconnecting in the flow. Kindly suggest. 

You don't need to transfer to another inbound flow for this purpose. In your InQ flow, after the prompt where you want to offer the voicemail, use Collect Input block asking caller something like "Press 1 to leave a message or continue holding" (allowing exactly 1 digit input). 

Say you are storing the input to a variable Task.Input.

Then under the Success path, use the decision block to check Task.Input =="1" 

Under "Yes" path, use "Transfer to Voicemail" block (with Transfer target set as Queue) and under "No" path, continue with Hold Music and Prompts 

------------------------------
Cheers
Zubair

Original Message:
Sent: 08-25-2023 04:35
From: Sai Kiran
Subject: Voicemail in InQueue

Hello Community,

I want to give a voicemail option in Inqueue, where Inqueue consists of on hold music and prompts. I want to give voicemail option in between a prompt and if user doesn't want to take voicemail, should continue to listen to on hold music and prompts. How do I achieve this? I have created a separate Inbound flow only for voicemail with Menu prompt and added this flow in Inqueue by placing a task of transfer to flow after the prompt. But as soon as I select for voicemail option, it's ending the call. Can anyone please suggest. 

#ArchitectureandDesign

------------------------------
Sai Kiran
Mercedes-Benz Financial Services
------------------------------