Set up a Transfer to Voicemail action

AI-generated summary

Genesys Cloud enables configuration of Transfer to Voicemail actions for routing interactions directly to user, queue, or group voicemail within inbound, outbound, and in-queue flows. The action requires voicemail enablement at both the organization and individual user levels, with Edge and Media Tier version 1.0.0.6166 or later. Transfer to Voicemail can be added to flow menus or task sequences and supports configurable pre-transfer and failed transfer audio prompts using text-to-speech or audio sequences, along with failure path handling for tasks. For call flow menus, DTMF and optional speech recognition settings are available with the ability to enhance recognition by adding words or phrases associated with menu options. In secure flows, blind transfers are used instead of consultations, with automatic call disconnection if transfer fails. Configuration requires selecting transfer targets (users, queues, groups, or other destinations), audio settings, and failure handling procedures. Transfer targets can include optional callee names and callback numbers specified through string expressions. For queue transfers, administrators can define voicemail greetings and callback settings. Best practice recommends pairing callback actions with audio sequences and collect input data actions to allow callers to provide alternative callback numbers. Voicemail recordings support a maximum 3-minute message length, with callers able to end recording via DTMF input, speech recognition menu options (Send Message, Review, Rerecord, Cancel), or by disconnecting. System-generated prompts for message completion and maximum length notifications are non-configurable with speech recognition enabled by default. When callers leave voicemail while queued, the interaction retains its original voice interaction priority for routing to the next available agent. Configuration limitations include that users without configured voicemail appear grayed out and cannot be selected. If selected users or queues are removed from the system without updating the transfer action, the flow fails at that step. In secure flows, defined failure paths are overridden with automatic call disconnection. Transfer actions can be assigned meaningful names and integrated into broader flow design workflows with continued task building upon configuration completion.

PrerequisitesClick to expand

Use this action to transfer the current interaction directly to a Genesys Cloud user’s, queue’s, or group’s voicemail. Transfer to voicemail is available for inbound, outbound, and in-queue flow types. You can add a Transfer to Voicemail action to a flow menu or to a task sequence. When you implement this action, consider the following:

If you remove the selected user or queue from the system and you do not update this transfer action, the flow fails at this action step.
If voicemail is not enabled for the organization, Architect returns an error message.
If the Genesys Cloud user does not have configured voicemail, the user’s name appears grayed out and cannot be selected.

Notes:

When callers complete a voicemail message, they can press any DTMF digit to end the recording. The system prompts callers with a non-configurable menu, where speech recognition is enabled by default, that includes Send Message, Review, Rerecord, and Cancel options. Callers can also just hang up to send the voicemail and end the call.
The maximum message length is 3 minutes. When callers reach the maximum length, the system prompts them with a non-configurable message that plays, “You have reached the maximum message length.” This message is followed by the same non-configurable menu, where speech recognition is enabled by default, with Send Message, Review, Rerecord, and Cancel options. Callers can also just hang up to send the voicemail and end the call.
With this action, when callers leave a voicemail while in the queue, rather than waiting to connect to an agent, the interaction retains the priority of the voice interaction, and the voicemail routes to the next available agent.

Set up a voicemail transfer to a userClick to expand

From the Toolbox, expand the Transfer category and drag a Transfer to Voicemail action into the flow menu or task sequence.
In the Name field, type a meaningful name for the transfer action. This name becomes the name of the transfer node in the flow menu.
(Call flow menus only) Set DTMF and optional speech recognition settings:
1. Click DTMF and choose the key that callers press to enter a caller data entry operation.
2. (Optional) In the Speech Recognition field, add words or phrases that can be associated with menu options.
3. To allow a user to press this number from any menu, enable the DTMF goes to this menu choice from any menu check box.
4. To immediately send the interaction to the current menu operation if the speech recognition engine matches the verbal request anywhere in the flow, enable the Speech recognition terms go to this menu choice from any menu check box.
Under Transfer Target, do the following:
1. Select User.
2. Select the group to which you want to transfer the voicemail.
Under Pre-Transfer Audio, select a prompt, add text to speech, or configure an audio sequence to play to the caller before the system transfers the interaction.
Under Failed Transfer Audio, select a prompt, add text to speech, or configure an audio sequence to play if the transfer action detects a failure.
(Call flow tasks only) Configure the transfer action’s Failure path in the event that the interaction cannot be transferred to the user’s voicemail.

Note: For transfer actions included in secure flows, Genesys Cloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore, Genesys Cloud uses blind transfers. For more information, see Recommendation for the <transfer> element. This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.
Continue building the task per your flow design.

Set up a voicemail transfer to a queueClick to expand

From the Toolbox, expand the Transfer category and drag a Transfer to Voicemail action into the flow menu or task sequence.
In the Name field, type a meaningful name for the transfer action. This name becomes the name of the transfer node in the flow menu.
(Call flow menus only) Set DTMF and optional speech recognition settings:
1. Click DTMF and choose the key that callers press to enter a caller data entry operation.
2. Optional:In the Speech Recognition field, add words or phrases that can be associated with menu options.
3. To allow a user to press this number from any menu, enable the DTMF goes to this menu choice from any menu check box.
4. To immediately send the interaction to the current menu operation if the speech recognition engine matches the verbal request anywhere in the flow, enable the Speech recognition terms go to this menu choice from any menu check box.
Under Transfer Target, do the following:
1. Select Queue.
2. Select the queue to which you want to transfer the interaction.
Under Pre-Transfer Audio, select a prompt, add text to speech, or configure an audio sequence to play to the caller before the system transfers the interaction.
Under Failed Transfer Audio, select a prompt, add text to speech, or configure an audio sequence to play to the caller if the transfer action detects a failure.
Under Voicemail Greeting, select a prompt, add text to speech, or configure an audio sequence to play to the caller after the system transfers the interaction.
Under Voicemail Callback Settings, configure the voicemail callback settings:
- (Optional) Callee Name: The name used on the callback.
- Callback Number: The string expression that specifies the caller’s telephone number for callback purposes. For example, ToPhoneNumber(Call.Ani). This field is required and cannot be blank.
  Note: When constructing the callback action in your flow, best practice recommends pairing it with an audio sequence and a collect input data action that gives the caller the option of providing another number. For more information, see Create phone numbers for callback.
Under Voicemail Script Settings, select the appropriate script the agent will use during the callback.
Under Inputs, depending on the script you choose, optionally modify default script input settings.
(Call flow tasks only) Configure the transfer action’s Failure path in the event that the interaction cannot be transferred to the queue’s voicemail.

Note: For transfer actions included in secure flows, Genesys Cloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore, Genesys Cloud uses blind transfers. For more information, see Recommendation for the <transfer> element. This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.
Continue building the task per your flow design.

Set up a voicemail transfer to a groupClick to expand

From the Toolbox, expand the Transfer category and drag a Transfer to Voicemail action into the flow menu or task sequence.
In the Name field, type a meaningful name for the transfer action. This name becomes the name of the transfer node in the flow menu.
(Call flow menus only) Set DTMF and optional speech recognition settings:
1. Click DTMF and choose the key that callers press to enter a caller data entry operation.
2. (Optional) In the Speech Recognition field, add words or phrases that can be associated with menu options.
3. To allow a user to press this number from any menu, enable the DTMF goes to this menu choice from any menu check box.
4. To immediately send the interaction to the current menu operation if the speech recognition engine matches the verbal request anywhere in the flow, enable the Speech recognition terms go to this menu choice from any menu check box.
Under Transfer Target, do the following:
1. Select Group.
2. Select the group to which you want to transfer the interaction.
Under Pre-Transfer Audio, select a prompt, add text to speech, or configure an audio sequence to play to the caller before the system transfers the interaction.
Under Failed Transfer Audio, select a prompt, add text to speech, or configure an audio sequence to play to the caller if the transfer action encounters a failure.
(Call flow tasks only) Configure the transfer action’s Failure path in the event that the interaction cannot be transferred to the group’s voicemail.

Note: For transfer actions included in secure flows, Genesys Cloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore, Genesys Cloud uses blind transfers. For more information, see Recommendation for the <transfer> element. This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.
Continue building the task per your flow design.

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Set up a Transfer to Voicemail action

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