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William Daniels
가입한 날짜: 2025년 1월 28일
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마지막 활동: 2025년 1월 30일
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님의 최근 활동 William Daniels
William Daniels님이 에 게시물을 만듦
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!
2025년 1월 30일에 게시됨 · William Daniels
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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!
댓글 보기 · 2025년 1월 28일에 게시됨 · William Daniels
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