I have a queue with static agents. These static agents do not have voicemail. These agents at times can have calls transferred to them directly, when this happens if they don’t answer or if they are already on the phone we want the caller to have other options without having to hang up and call back in.
I created an IVR with a greeting and 2 options. The greeting tells the caller that this extension does not have voicemail press 1 to terminate the call or press 2 to be transferred to an attendant.
I then go to the static agents extension setup and I assign my new IVR to the Optional Destinations … No Answer / Busy / Not Reachable.
The problem is that when this is configured and the static agent is on the phone queue callers are sent immediately to this extensions IVR. I would have expected the queue to see that the extension was in use and skip the extension.
If the static agent had voicemail and the same scenario occurred where this static agents phone was busy the caller would not be sent directly to their voicemail?? So why if I change Optional Destinations > Busy > “Busy Voicemail If Enabled” to something else that the queue acts differently?
Any suggestions on what I can do to accomplish this successfully??