AI Receptionist agent always offers voicemail / chat / email / "another department" when the extension is unavailable. Can it be removed?

[LTImoveis_Jacarei]

V20 Update 10 (Build 1694), AI Agent type Receptionist, OpenAI Realtime.

When the caller asks for a person and the transfer fails because the extension is unavailable, the agent always says something like: "I couldn't reach X. Would you like voicemail, a chat message, an email, or should I connect you to another department?"

Our company does not use voicemail. Voicemail is disabled on the extension (VMEnabled = false) and on the agent itself, and the system prompt explicitly forbids offering it, but the agent still says it. We even rewrote the "Unreachable Destinations" and "Fallback" sections of the template. The first sentence after a failed transfer seems to be imposed by the platform's transfer tool.

Questions:
1. Is there a setting to remove the "Transfer to Voicemail" tool for an AI Agent?
2. Can we force "Take Message" (chat) only, or customize what the tool tells the agent after a failed transfer?
3. Is the fixed text after a failed transfer configurable?

Thanks!

 

[KyriacosS_3CX]

Hello,

Can you advise on the changes you have tried making to the prompt, the exact OpenAI models you have configured, and if the user the transfer failed to does indeed have voicemail disabled on the user config tab?

 

[C C]

We have a client that only wants the vmail option not chat or email. This works for release 9 but does not work for release 10. I get all 3 options. In release 10 I still get options for chat and and email. Also lines 135 and 136 are ignored. I absolutely love the way this works on release 9 and am hoping it doesn't get goofed up once a10 is officially released. You guys are doing an amazing job on this. Thanks in advance for any assistance