Call Queue Voicemail?

[Rich.Hopkins]

Current call flow scenario is to have a call come into the queue, if not answered divert to an extension and have the extensions voicemail kick in and the caller can leave a message here. This is then forwarded on via email to whoever is a member of that queue with a valid email address.

Now, seeing as the recording is sent to multiple queue users individually, none of the queue users have any idea who (if anyone) has called back and the caller can have multiple callbacks from different users with differing replies?

Also, how do we get around not actually being able to listen to the attached emailed recording as PC's don't have sound cards, users won't wear headsets and it's an open office so even if they had sound cards & speakers, recordings being played back adds to the level of noise on the floor?

Is there any better solution?

 

[Alphabetic]

Send to a dummy EXT with distribution group email.

Users can dial VM EXT and log in to that EXT to listen to VMs.

 

[Rich.Hopkins]

This is what we are doing.
Users have webclient for their own extensions and 3CX softphone in CTI mode for the dummy extension for queue voicemail.
It's not exactly the slickest workaround.

 

[Alphabetic]

Also, how do we get around not actually being able to listen to the attached emailed recording as PC's don't have sound cards, users won't wear headsets and it's an open office so even if they had sound cards & speakers, recordings being played back adds to the level of noise on the floor?

Dial the VM EXT and log in to that extension.
Or log in to that EXT via Webclient and listen.

If users have a second window open (Chrome in private browsing) logged in as VM EXT they can see if a VM has been listened to or not.

 

[Alphabetic]

Or you add the VM EXT on each phone as a 2nd EXT then their phones will flash on VM.

 

[Rich.Hopkins]

We're using Yealink T42S handsets with multiple profiles available via the left - right arrow keys.
This doesn't fix notification for users if the caller has had a return call or not.

 

[Alphabetic]

So, agents should be able to see "abandoned" calls in their webclient call history and can mark it accordingly.

 

[Rich.Hopkins]

Yep. we are also doing this. Seems this is the best solution unless anyone can think of anything smoother?

We've come over from Splicecom and the way they handle queues is seamless.

 

[Clément Rousseau]

You found yourself the bests workaround I could guess for your problematic. I cant add other idea on this but I just want to let you know if case you didnt see it that a shared voicemail is currently a topic in ideas forum, don't hesitate to add a comment and support this idea.

 

[Rich.Hopkins]

I can't add to the ideas forum

 

[Clément Rousseau]

but I think you are still able to rate the post / support this idea, and help us to show how is it important to 3cx.