Transfer to Voicemail action


Prerequisites

To transfer a caller directly to a PureCloud user’s, queue’s, or group’s voicemail, use the Transfer to Voicemail action from the Toolbox. If the selected user, queue, or group no longer exists and you do not update the transfer action, the flow fails at this step.

If the organization has not enabled voicemail, Architect returns a message. If the PureCloud user, queue, or group does not have configured voicemail, you cannot make a selection.

Use this action in inbound, outbound, and in-queue flow types in menu 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.

Notes:
  • When callers complete a voicemail message, they can press any DTMF digit to end the recording. The system prompts callers with a non-configurable menu, where speech recognition is enabled by default, that includes Send Message, Review, Rerecord, and Cancel options. Callers can also just hang up to send the voicemail and end the call.
  • The maximum message length is 3 minutes. When callers reach the maximum length, the system prompts them with a non-configurable message. After the message indicates that the user has reached the maximum message length, the system presents the same non-configurable menu. Speech recognition is enabled by default, with Send Message, Review, Rerecord, and Cancel options. Callers can also just hang up to send the voicemail and end the call.
  • When callers leave a voicemail while in the queue, rather than waiting to connect to an agent, the interaction retains the priority of the voice interaction. The voicemail routes to the next available agent.
Action Description
Name field The label you enter here becomes the name of the transfer node in the flow structure.
Transfer Target Select to transfer voicemail to a user, queue, or group.
Pre-Transfer Audio Optionally configure the prompt to play before transferring the interaction.
Failed Transfer Audio Optionally configure the prompt to play if the transfer action detects a failure.

For transfers to a user’s voicemail:

Action Description
Select a user From the list, choose the PureCloud user to which to transfer the interaction.
Failure outputs

errorType: A non-empty String that contains the type or category of the error. Allowable values are:

  • Busy (the intended recipient was busy)
  • GeneralError (the transfer failed, but returned no error information)
  • InvalidFlow (the flow was invalid: NOT_SET or invalid ID)
  • InvalidGroup (the group was invalid: NOT_SET, invalid ID, deleted or missing group, group is not eligible for transfer) 
  • InvalidNumber (the number was invalid: NOT_SET) 
  • InvalidQueue (the queue was invalid: NOT_SET, invalid ID, deleted or missing queue)
  • InvalidUser (the user was invalid: NOT_SET, invalid ID, or invalid user email address)
  • NetworkBusy (the network was busy)
  • NoAnswer (the caller did not answer)
  • NoAnswerVoicemailNotAllowed (the recipient did not answer and the transfer action did not allow rollover to voicemail)
  • NoAnswerVoicemailNotConfigured (the recipient did not answer and the voicemail rollover did not occur because the recipient does not have configured voicemail)

errorMessage: A non-localized error message. The string can be empty or NOT_SET.

For transfers to a queue’s voicemail:

Action Description
Select a queue From the list, choose the queue to which to transfer the interaction.
Voicemail Greeting

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:

  • (Optional) Callee Name: The name used on the callback. Typically, this entry is a string expression derived from a data dip (for example, Flow.ContactFirstName) that lets the agent know who requested the callback. You can also add a non-specific name that categorizes the caller into a specific group (for example, Gold Level Customer).
    Note: It is unlikely that you include literal expressions in this field, except for testing the callback action for runtime results.
  • Callback Number: The string expression that specifies the caller’s telephone number for callback purposes. For example, ToPhoneNumber(Call.Ani). This setting is required.
    Note: When constructing the callback action in your flow, pair it with an audio sequence and a collect input data action that gives the caller the option of providing another number. For more information, see Callback phone number creation tips.
Voicemail Script Settings

Under Script, select the appropriate script the agent uses during the callback interaction with the customer. Depending on the script you choose, you may have permission to modify default script input settings.

Inputs

Depending on the selected script, define the variables the script displays or runs at runtime. If the script does not require defined variables, Architect displays a message indicating that the selected screen pop script has no inputs.

Note: Click the arrow next to Inputs to expand or collapse the list of variables.

Failure outputs

errorType: A non-empty String that contains the type or category of the error. Allowable Values:

  • Busy (the intended recipient was busy)
  • GeneralError (the transfer failed, but did not return any error information)
  • InvalidFlow (the flow was invalid: NOT_SET or invalid ID)
  • InvalidGroup (the group was invalid: NOT_SET, invalid ID, deleted or missing group, group is not eligible for transfer) 
  • InvalidNumber (the number was invalid: NOT_SET) 
  • InvalidQueue (the queue was invalid: NOT_SET, invalid ID, deleted or missing queue)
  • InvalidUser (the user was invalid: NOT_SET, invalid ID, or invalid user email address)
  • NetworkBusy (the network was busy)
  • NoAnswer (the caller did not answer)
  • NoAnswerVoicemailNotAllowed (the recipient did not answer and the transfer action did not allow the rollover to voicemail)
  • NoAnswerVoicemailNotConfigured (the recipient did not answer and the voicemail rollover did not occur because the recipient does not have configured voicemail)

errorMessage: A non-localized error message. The string can be empty or NOT_SET.

For transfers to a group’s voicemail:

Action Description
Select a group From the list, choose the group to which to transfer the interaction.
Failure outputs

errorType: A non-empty String that contains the type or category of the error. Allowable Values:

  • Busy (the intended recipient was busy)
  • GeneralError (the transfer failed, but did not return any error information)
  • InvalidFlow (the flow was invalid: NOT_SET or invalid ID)
  • InvalidGroup (the group was invalid: NOT_SET, invalid ID, deleted or missing group, group is not eligible for transfer) 
  • InvalidNumber (the number was invalid: NOT_SET) 
  • InvalidQueue (the queue was invalid: NOT_SET, invalid ID, deleted or missing queue)
  • InvalidUser (the user was invalid: NOT_SET, invalid ID, or invalid user email address)
  • NetworkBusy (the network was busy)
  • NoAnswer (the caller did not answer)
  • NoAnswerVoicemailNotAllowed (the recipient did not answer and the transfer action did not allow rollover to voicemail)
  • NoAnswerVoicemailNotConfigured (the recipient did not answer and the voicemail rollover did not occur because the recipient does not have configured voicemail)

errorMessage: A non-localized error message. The string can be empty or NOT_SET.

Define success and failure paths

Note: For transfer actions included in secure flows, PureCloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore, PureCloud uses blind transfers. For more information, see Recommendation for the <transfer> element. This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.

Name Description
Success

A completed Success path indicates that the process did not encounter errors. It is not a measure of whether the data received is the intended result or functionality.

Failure

This path indicates that there was an error running the action or there was a problem processing the results. 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 a representative for assistance. 

Note: If the network experiences connectivity issues, the action automatically takes this failure path.