Call Queue: Add "voice response" and option to Disable the "press 1 to accept call" accept call.

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  • Updated 3 months ago
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  • (Edited)

When a call is forwarded to a smart phone after the desk phone did not pick up, then in order to accept the call you have to enter the phone password, then press 1 to accept the call.

Needless to say that if you are on the road driving, and you want to take the call, it's really not safe to go through these steps.

Is there any way to receive such calls as regular phone calls, so you can accept the call by just answering it ?

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Shimon Adimor, Champion

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Posted 4 years ago

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Kim, Alum

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Official Response
The reason this is not capable with a call queue, is if the call is fwd to a users cell phone and if the "press 1 to connect" prompt is disabled, then the call will forward to the carrier of that users personal cell phone (and voicemail) and not get pulled back to the queue for the next agent or to leave a voicemail in the queue. 

The definition of a call queue is "a line."  
If this prompt was disabled, there would be no "line"...it would just fwd to the users cell phone and not roll to the next agent.  You can setup a Virtual User Extension for that situation if you'd like it to flow that way.
(Edited)