Get Voicemail and send Voicemail to an Email Address

1

Good Morning

I am wondering if it is possible to have a Inbound Call Flow be able to have someone

  1. Leave a voicemail for help
  2. Retrieve the voicemail link and then email the link to an Opsgenie mailbox for after call support.

Or is my only option to setup Incoming Call Routing in OpsGenie to just send to the phone number which I know can be done.

Thanks

Danette Babyn

2

Hello,

I believe you will have to use your option "to setup Incoming Call Routing in OpsGenie to just send to the phone number"

When using the Transfer to voicemail action in an Architect flow, the voicemail is in fact an ACD voicemail interaction. It can be sent to a user, to a queue or to a group.
With group, you can trigger an email to the email addresses of the group members when there is a new voicemail (configured at the group level). But that would send the email to the email addresses of the group members (as they are defined in Genesys Cloud).
Because it is managed as an ACD voicemail interaction, the voicemail must be managed in Genesys Cloud (to accept, clear it). And the url to the voicemail is a signed URL (obtained after authentication to Genesys Cloud).

So I think that for your use case, the "option to setup Incoming Call Routing in OpsGenie", as you know already how to do it, is probably the most straightforward one.

Regards,

3

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