ボイスメールに転送のアクション


前提条件

To transfer a caller directly to a PureCloud user’s or queue’s voicemail, use the Transfer to Voicemail action from the Toolbox. If the selected user or queue no longer exists in the system and you do not update the transfer action, the flow fails at this step.

If the organization has not enabled voicemail, Architect returns an error message. If the PureCloud user or queue does not have configured voicemail, the name appears grayed out and cannot be selected.

This action is available for inbound, outbound, and in-queue flow types in choices and task sequences. Menu choices contain common settings such as DTMF and speech recognition. For more information about these additional menu choice settings, see the Suggested content.

メモ:Architect ツールボックスで利用可能なアクションは、お客様の PureClound サブスクリプション プランにより決まります。

アクション 説明
名前フィールド ここで入力するラベルはフロー構造の転送ノード名になります。
転送前オーディオ インタラクションを転送する前に、再生するプロンプトを任意で構成します。
Failed Transfer Audio Optionally configure the prompt to play if the transfer action encounters a failure.
Transfer Target Select to transfer voicemail to a user or a queue.

For transfers to a user’s voicemail:

アクション 説明
Select a user From the list, choose the PureCloud user to which to transfer the interaction.

For transfers to a queue’s voicemail:

アクション 説明
Select a queue From the list, choose the queue to which to transfer the interaction.
Voicemail Greeting

Set the voicemail greeting prompt.

Note: PureCloud only uses this greeting if audio exists for all supported flow runtime languages.

Voicemail Callback Settings

Set up the voicemail callback settings:

  • (Optional) Callee Name: The name used on the callback. Typically, this will be a string expression derived from a data dip (for example, Flow.ContactFirstName) that lets the agent know who requested the callback. You can also add a non-specific name that categorizes the caller into a specific group (for example, Gold Level Customer).
    Note: It is unlikely that you will include literal expressions in this field, with the exception of testing the callback action for runtime results.
  • 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.

For more information, see Callback phone number creation tips.

Voicemail Script Settings

Under Script, select the appropriate script the agent will use during the callback interaction with the customer. Depending on the script you choose, you may have permission to modify default script input settings.

入力

選択したスクリプトに応じて、実行時にスクリプトにより表示または実行される変数を定義します。スクリプトが定義した変数を必要としない場合、Architect は選択した画面ポップ スクリプトに入力がないことを示すメッセージを表示します。

Note: Click the arrow next to Inputs to expand or collapse the list of variables.

Define success and failure paths

Note: For transfer actions included in secure flows, PureCloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore PureCloud uses blind transfers. For more information, see the W3C Recommendation for the <transfer> element. This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.

名前 説明
成功

An executed Success path indicates that no errors were encountered during the process. It is not a measure of whether the data received was the intended result or functionality.

失敗

This path indicates that there was an error executing the action or there was a problem processing the results from a bridge or data action. Specify the action if Architect is not able to transfer the call. For example, a play audio action to indicate that the action wasn’t successful, a transfer action to send the caller to an agent or representative for assistance. 

Note: If the network experiences connectivity issues, the action automatically takes this failure path.