How Can We Help?
Forward Queued Calls to Voicemail
When a caller enters a Call Queue, you may wish to route the call to a voicemail box in cases when no Agent is available to answer. There are four possible voicemail destinations:
1. You can setup a Forward-To number in the “Pre-Queue” options. If selected, calls will reach this voicemail when no agents are available to take the call. If the Forward-To destination is another User in the system, then the call will go to that User’s voicemail if unanswered by the forward-to User
2. You can setup a Forward-if-Unanswered number in the ‘In Queue” options. This voicemail comes into play if no agents answer the call after the caller enter the queue. If this Forward-To destination is another User in the system, then the call will go to that User’s voicemail if unanswered.
3. If you do not setup Forward-To or Forward-if-Unanswered, then the call will be answered by the Queue Owner’s voicemail when no agents answers or when the Max Queue Length is exceeded. This Forward-To option refers to the User was defined when the queue was created.
4. When the caller is in the Queue they will get the option “To Leave a Voicemail, Press 2”. This will take the caller out of the queue and connect them to the Queue owner’s voicemail. This is the User that was defined when the queue was created.
The option exit a call queue and leave a Voicemail is controlled by the “Ring for” setting under the Queue User’s “Answering Rules”.
You must NOT have a forward when unanswered destination set up in the queue, and voicemail must be set to ‘yes’.
Callers will be taken out of the queue when this message is played. If you would like to disable this feature, set this value to “Unlimited”.