If all call queue members are unavailable, callers go directly to vm

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  • Updated 11 months ago
We're in the US with about 60 users. We have a call queue with 2 members and would like the ability to have callers sent directly to voicemail if both members are unavailable, rather then waiting the maximum hold time.

Case Number: 07504441
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Joel Borjesson

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Posted 2 years ago

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Blake Prentiss

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Please try to incorporate this in your next sprint! This would be extremely useful for my company as well!
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  1. Account type  : Office Standard 2 - 99 lines 
  2. A brief description of the business : not discussed. 
  3. A high level description of the product or feature being requested: customer and other user agent are out of office and are on dnd. instead of trying to exhaust ring duration, calls would go to voicemail. 
  4. A typical use case scenario explaining how your business would use the feature: customer doesn't always keep the same schedule in a week and needs it to go to voicemail directly if both agents assigned to the call queue are on dnd or unavailble. 
  5. Benefit of such feature: ease of use
  6. Include any related case number if applicable: 07735413 
  7. Number of Users and/or Digital Lines: 27 users / 19 digital lines

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Steve Poole

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This reply was created from a merged topic originally titled Send queue calls to VM if all agents are engaged or status set to busy.

Account type: Australia
Description of feature: If all agents in a call queue are on the phone or if their status is set to busy then all calls to that queue will go straight to voicemail
Example: All agents from the support queue are on the phone supporting customers, call lengths can vary from 1 minute up to 2+ hours. If an other customer calls with a problem, they do not want to be kept on hold for a period of time if no one is going to be available to answer. To minimise customer frustration, their call should go straight to VM is no one is available to answer the call.
Benefits: Improved customer experience, they do not want to stay on hold if no one is going to be available to answer their call