Call Flow Query

[RESOLVE-WR]

Morning team,

Please can someone assist with the query I have from a colleague below?

Our customer wants an option to press 1 to go and leave a voicemail whilst calling. A default is that you can press * to do this. When testing this however, this simply diverts the call to the exit destination. In the case of the call queues, this means it would go to the next queue if it happens in queue 1. Further testing and it seems 1 feeds the call back to the start of the queue? It seems to loop. This articles touches on it - https://www.3cx.com/community/threads/call-queue-option-to-leave-vm.46714/ Apparently people wanted it to be a feature serveral years back. I've checked and you can't stagger call queues to call certain agents first. That's done by simply calling another queue.

 

[RESOLVE-EH]

For reading/formatting purposes, we just want to know if it's possible for incoming callers to press 1 to be transferred to a voicemail. The client wants this option throughout the call, so I can't just put it at the IVR at the start.

The setup also requires multiple queues, so pressing * will skip to the next queue before going to voicemail. The link I posted seemed to suggest it wasn't a feature and I was checking if that's the case?

Any clarification would be appreciated.