William Daniels

Hi there,

Inquiring on proper configuration and setup for routing Voicemails to Agents in Groups.

Current configuration: 
Talk - Talk and email - Channels - Lines - Routing - Support (Group Created for Support Agents)
 

Objects and Rules - Business rules - Skills - Voicemail

Channel > Is > Voicemail
Agents who has this skill [All four Agents assigned to skill]
 

Objects and Rules - Omnichannel routing - Queues - Voicemail

Channel > Is > Voicemail
Ticket > Is > Created

Ticket > Is > Updated
Groups - Primary Groups: HP, Normal Priority, Phone Grp 1 [Sandbox Fax Number Routing set to Support but we have not added this to the Groups]

Result: Dialing Sandbox fax number creates ticket in the Voicemail View successfully but fails to route to any assigned Online Agent under the designated group/skill.

Any help here would be greatly appreciated!

Hi there,

Inquiring on configuration and setup with routing Voicemails to Agents.

Current configuration: 
Talk - Talk and email - Channels - Lines - Routing - Support (Group Created for Support Agents)
 

Objects and Rules - Business rules - Skills - Voicemail

Channel > Is > Voicemail
Agents who has this skill [All four Agents assigned to skill]
 

Objects and Rules - Omnichannel routing - Queues - Voicemail

Channel > Is > Voicemail
Ticket > Is > Created

Ticket > Is > Updated
Groups - Primary Groups: HP, Normal Priority, Phone Grp 1

Result: Dialing Sandbox fax number creates ticket in the Voicemail View successfully but fails to route to any assigned Online Agent under the designated group/skill.

Any help here would be greatly appreciated!