how to add a call queue as a forward

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julie-sperritt14073 asked Dec 9, '19 julie-sperritt14073 answered Dec 12, '19

how to add a call queue as a forward

When a member of a call queue is called on their DDI and does not answer, I need the call to forward/divert to the call queue they are a member of.

However, I cannot add the call queue number into the call forward/handling section - I get the message "Forwarding phone number cannot be the same as your account number or any additional numbers."

How can I set this up?

UK account, 250 users, many call queues where this would be a useful (normal?) feature to ensure calls get answered by someone who can help the customer.

call queues

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Answer 1 · 2019-12-12T09:15:43Z

julie-sperritt14073 answered Dec 12, '19

Support have responded:
You have to disable the voicemail for a user in order to forward his/her unanswered DDI calls to a group. The steps are as follows:
1.) Go to User tab (select the user you want to edit).
2.) Select Messages and uncheck the box under "Take Messages"
3.) After unchecking the box there will be an option saying "How to handle missed calls" , on the drop down menu select "Connect directly to a group"
4.) You can now select the group where you want the calls to be forwarded.

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