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William Daniels
已加入2025年1月28日
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最后活动2025年1月30日
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的最新活动 William Daniels
William Daniels 创建了一个帖子，
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!
已于 2025年1月30日 发布 · William Daniels
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William Daniels 进行了评论，
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!
查看评论 · 已于 2025年1月28日 发布 · William Daniels
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