Call Queue - Enable/Disable Voicemail at certain times.

[mick458]

Hello,
I was wondering if there is a way to enable and disable voicemail for a queue at certain times? Alternatively is it possible to set up a BLF on a phone to toggle voicemail?
Currently our queue doesn't have voicemail enabled and I believe I will have to set up a dummy extension and use that voicemail.

Current setup and situation.
We have the queue open at 8:30 and this is when we see a large influx of calls. This is temporary but we do not want these calls to go to voicemail. After an hour we would like to enable VM on the queue after a set time (say 60 seconds).
I am open to other suggestions and any help with this would be appreciated.

 

[JosIPVG]

Morning Mick,

The toggling VM on BLF i cant answer for you , but you can create 2 queue's.
One queue that runs from 8.30 to 9.30 without a VM
One queue that has a destination if no answer to VM after 60 seconds or route it to an IVR that offers the option to go to VM or route back to the Queue.
Issue with the latter is that they wont be placed in the Queue with their initial position and it messes with the repports since the transition to the IVR would be seen as an abandoned/missed call.

The routing to these 2 queues can be done via a Dummy extension with status based routing,

 

[mick458]

Morning Mick,

The toggling VM on BLF i cant answer for you , but you can create 2 queue's.
One queue that runs from 8.30 to 9.30 without a VM
One queue that has a destination if no answer to VM after 60 seconds or route it to an IVR that offers the option to go to VM or route back to the Queue.
Issue with the latter is that they wont be placed in the Queue with their initial position and it messes with the repports since the transition to the IVR would be seen as an abandoned/missed call.

The routing to these 2 queues can be done via a Dummy extension with status based routing,

Thank you for the reply,
Would this simply be a case of adding the agents to both queues but only having 1 queue active at a time? Are there any resources available that explains how this would be setup using a dummy extension?
Is there any issue having one DID direct to both of these queues?

 

[JosIPVG]

Goodmorning,

Yes set up the agents in both queues.
The dummy wil alter its routing to wich queue at the designated time specified by you so only 1 of them will be active at that time.
You can use 1 single DID for this.

You can set up a dummy with specified office hours.
Set the office hours for the first queue without the VM so 8.30 to 9.30
After these hours the dummy goes into the absent state and set all routing in that status to the second queue.
Fot safety measure i always put in the absent config routing into dnd business trip and break too.

Make sure to test this out before you put it live because its been a while since i configured this!