Talk transfer to voicemail
When transferring a call to another agent, we were surprised to discover that, if the agent does not pick up, the voicemail recording that triggers belongs to the person transferring the call, not the person to whom the call was transferred to. We had expected the Agent Confirmation When Forwarding setting to impact this, but it appears to be unrelated, since this happens whether that setting is on or off. Obviously we can assign the voicemail ticket to the proper agent after the fact, but our clients are confused when they hear the name of the person who answered and not the name of the person they were expecting to talk to on the voicemail. Is there a way to get the proper voicemail to pick up?
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Hi Cory! I see you opened a ticket about this as well, but I checked on a few things with one of our Talk experts and I think I have a solution for you.
Because of the way that Talk works, transferring to a Group will result in the outcome you've been experiencing. However, you can transfer the call by direct dialing the number associated with that group, and have the call route the way you were expecting.
It's a slight change of process when transferring these calls, but it should do what you need it to! I hope that helps!
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Thanks Jessie! That definitely works, but raises another couple questions. Is there a way to see that direct number when I'm transferring a call? For example, if I'm transferring to an agent named Cory and I type "Cory" into the search from within the transfer screen, I can see the group to which that number belongs (something like _Phone Cory, which only has one member within the group), and I can see the name of the agent, but I don't see the number itself using the nickname that I've given it (which in this case would be something like Cory 555-555-5555). Since all three have "Cory" in them, I was surprised to see the others but not see that phone number.
Also, is there a way for us to either preset the amount of time before the call goes to voicemail, or force a decline when we know the person isn't at their desk? Telling a client to wait for 30 or 40 seconds before the voicemail picks up doesn't sound like it should be a big deal, but even an extra 20 seconds beyond what they're used to waiting before being able to leave a message isn't winning us any friends.I appreciate your help with this! -
Hey Cory,
I'm going to create you a ticket for this and I'll meet you in there so we can troubleshoot this further from there. :)
Best,
Amie
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