I’ve been trying to configure my system to direct calls from a Queue to one of the dynamic agents’ voicemail boxes without success. Despite various attempts, including setting up a virtual extension and using that in the queue, the calls keep ringing endlessly in the queue without reaching the voicemail.
I would appreciate any ideas, suggestions, or guidance on how to successfully route these calls to the agents’ voicemail.
The workflow for the on-call queue involves managing a team of 4 dynamic agents who are scheduled to log in on different days of the week. The purpose of this setup is to ensure that the agent on call gets the voicemail studies the answer and get back with client.
I think you’re forgetting about the actual timeout settings. If certain timeouts are set to 0 then the call will stay in the queue until the caller disconnects. It won’t go to the failover/alternate destination like a voicemail box.
So what are the actual queue settings that would allow for a caller to be removed from the queue in X seconds to be sent to voicemail if no agents are available or answer in Y seconds.
You’ll need to come up with a custom query to collect that information. You’ll likely need to spend some time researching what you need to do. The wiki above will give you an overview with examples of how dynamic routes works.