We have a business case where the customer calls a number and leaves a message. The operator is not an everyday agent and he will login to Genesys only when required (when a VoiceMail is received) so he should be notified via a voice call to login.
I was thinking to combine VoiceMail functionality with injecting a number in a calling list and using an agentless campaign to notify the operator.
The issue is that, in Architect, if I use the transfer to Voice Mail block and the transfer is successful the call flow is ended and I cannot inject the number in calling list anymore.
Is there a way to execute some more architect operations after the transfer to Voice Mail has been successful? Or is there a way to trigger the execution of a flow based on a receiving a Voice Mail in a specific Group?
Hi Mihai
If you are familiar with Triggers then you can configure a trigger using v2.detail.events.conversation.{id}.voicemail.end topic to initiate a workflow (when a voicemail is left) to perform the desired actions.
In my approach, I am capturing the following events: v2.detail.events.conversation.{id}.voicemail.start. When a customer reaches voicemail, I utilize the Workflow IVR to notify the agent via email about the new voicemail. It's worth noting that the Workflow IVR offers flexibility, so if you prefer a different action, such as initiating a callback or sending an SMS, you can easily configure it to do so.