This conversation has been merged. Please reference the main conversation: If all call queue members are unavailable, callers go directly to vm
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
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