- Edge and Media Tier version 188.8.131.5266 or later
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.
|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:
|Select a user||From the list, choose the PureCloud user to which to transfer the interaction.|
For transfers to a queue’s voicemail:
|Select a queue||From the list, choose the queue to which to transfer the interaction.|
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:
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.
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
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.
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.