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Why Isn't There the Ability to Transfer Straight to Voicemail from inContact to Ring Central Users
Tags: call handling, contact center
Apr 2, 2020 at 9:47am   •   0 replies  •  2 likes
Susan Arbogast

Need ability for Contact Center Agents using MAX to transfer callers directly to voicemail for Ring Central office users.

Need ability for Ring Central office users to transfer callers directly to voicemail for other Ring Central office users.

Our Contact Center uses a warm and fuzzy approach when "hand holding" all of our callers.

Our call flow could occur as follows and this feature would be much appreciated by callers who are unable to speak with the appropriate person during their first call to our business and need to be immediately routed to voicemail.

Caller contacts Customer Service (Agents use inContact MAX agent).
Agents attempts to call Adjuster extension (Adjuster extension lives in RC office).
Adjuster is unavailable.
Agent resumes call asking if caller wants to leave a voicemail message.
Caller wants to leave a message, but there is NO way to send the caller directly to voicemail from MAX to RC Office without the phone ringing "x" number times before the greeting is played.

This feature request is available in other systems and is sorely missed, if you want to provide an Outstanding Customer Experience.



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