Call Queue Voicemail

[NAPACCAL-PRO]

New to 3CX platform.

I have setup IVR with Options 1 through 5 - each option goes to different call queues, and if no answer, the call will go to voicemail.

1. Where do I go to configure the voicemails for the call queues?
2. How do users assigned to the queue retrieve the voicemails??

I can seem to find the specific section in the manual that addresses how to do this.

Any other best practices on this topic will be appreciated.

Thanks.

J

 

[Charles_3CX]

HI, Regarding your question, With call queues and vmail you need to choose the Voicemail and choose the same name/number as the queue when setting the destination if there is no answer.

When a call is transferred to the destination of no answer, the caller leaves a vmail for which an email will be sent out to all the agents in the queue with the vmail message attached.

 

[NAPACCAL-PRO]

Thanks Charles.

Can I change the voicemail prompt for a call Queue?
If so, how and where do I find that setting.

 

[Charles_3CX]

You can not, I'm afraid. This is not even possible with the dedicated version. The prompt is set at the system level.

 

[NAPACCAL-PRO]

You can not, I'm afraid. This is not even possible with the dedicated version. The prompt is set at the system level.

Got it - Thank you. - Saves me time hunting around for that information.

 

[VoIPTools]

I would propose that you send queue callers to a general voicemail box (dummy extension). There you can use the same greetings you can with any voicemail box. Then simply send the voicemail as an attachment to an email distribution group that contains all the members of the queue. Alternatively, email to the queue manager and let the manager assign responsibility for following up with the caller to an agent.

If that doesn't work for you, you might want to take a look at our 3CX Voicemail Manager tool. We have enhanced group voicemail features that not only can send voicemails as attachments, but can also propagate the voicemail to every member of the group (turn on the MWI on their phones). Then when one person in the group listens to the voicemail, it turns off the MWI for everyone else in the group. That way you don't have multiple agents chasing the same caller.