Disable Queue breakout to voicemail

[antechs]

Hi All,

Hopefully someone has thought of a workaround ...

I have a client that has two completely separate businesses from a client perspective however from a staffing perspective generally has the same staff.

They have a queue for inbound calls and the calls duly arrive at the queue (after a CFD for time of day routing) my problem is that the client likes the “press * to go to a voicemail at any time if you don’t want to wait” capability. My issue is that it seems to go back to the operators extension rather than the end destination of the queue which is also a voicemail box.

Voicemails from queue/company A need to go to mailbox X

Voicemails from queue/company B need to go to mailbox Y

Rather than them ending up at the operators extension of which they appear to currently as this is a “dead phone” that relates to no company and isn’t actioned.

The voicemail has to be branded on a per company basis so has to be two mailboxes and equally is picked up by a different person depending on the company also. ....

Ideas on how to achieve welcomed. ....

 

[Evolute IT]

Hi All,

Hopefully someone has thought of a workaround ...

I have a client that has two completely separate businesses from a client perspective however from a staffing perspective generally has the same staff.

They have a queue for inbound calls and the calls duly arrive at the queue (after a CFD for time of day routing) my problem is that the client likes the “press * to go to a voicemail at any time if you don’t want to wait” capability. My issue is that it seems to go back to the operators extension rather than the end destination of the queue which is also a voicemail box.

Voicemails from queue/company A need to go to mailbox X

Voicemails from queue/company B need to go to mailbox Y

Rather than them ending up at the operators extension of which they appear to currently as this is a “dead phone” that relates to no company and isn’t actioned.

The voicemail has to be branded on a per company basis so has to be two mailboxes and equally is picked up by a different person depending on the company also. ....

Ideas on how to achieve welcomed. ....

Simply use an IVR for that, and make the 0 or 9 a voicemail destination. This is simpler. If the person wants to wait, then forward them to the queue.

 

[antechs]

Simply use an IVR for that, and make the 0 or 9 a voicemail destination. This is simpler. If the person wants to wait, then forward them to the queue.

Sadly the client wants the calls not to “leave” the queue, simply an announcement every X seconds to say hold or press * (or another key) to leave a voicemail. An IVR every 30 seconds would take them out of the queue and put them back in ... plus offer some weird reporting figures too...

 

[Evolute IT]

Sadly the client wants the calls not to “leave” the queue, simply an announcement every X seconds to say hold or press * (or another key) to leave a voicemail. An IVR every 30 seconds would take them out of the queue and put them back in ... plus offer some weird reporting figures too...

You might wanna use the callback option instead. It works beautifully, then point the queue to a voicemail as a final destination.

I think it's better than leaving a voicemail because with the Callback, the user keeps his position in line.

 

[antechs]

You might wanna use the callback option instead. It works beautifully, then point the queue to a voicemail as a final destination.

I think it's better than leaving a voicemail because with the Callback, the user keeps his position in line.

Thanks, sadly tried that approach already didn’t get far together with not wanting to pay for calls

 

[YiannisH_3CX]

When pressing " * " while waiting in a queue should cause the caller to be forwarded to the destination if no answer. To reach the operator the caller must press " * " when they connect to the voicemail service which is what i think is happening. Check the activity log of the PBX and follow the call to see where it is connecting. You can also check the call log as it will also show you the path of the call.

 

[antechs]

When pressing "" while waiting in a queue should cause the caller to be forwarded to the destination if no answer. To reach the operator the caller must press "" when they connect to the voicemail service which is what i think is happening. Check the activity log of the PBX and follow the call to see where it is connecting. You can also check the call log as it will also show you the path of the call.

Hi,

They are pressing the * when in the queue.
This is taking them to the Operator (or in my case, the operators voicemail) of which is un-monitored.
Doesn't appear to be taking me to the unique "end" destination of the Queue...

Thanks
Rob Childs

 

[WolfgangOne]

Suggestion: Forward all calls to the Operator to an IVR?

 

[antechs]

Suggestion: Forward all calls to the Operator to an IVR?

But this wouldn't achieve the customers goal of it going to a voicemail unique for the relevant company?

 

[WolfgangOne]

But this wouldn't achieve the customers goal of it going to a voicemail unique for the relevant company?

I was thinking along the lines of "Press 1 to leave a message for x, Press 2 to leave a message for y." Which is not great, but technically functional, which it sounds like it isn't right now. I can also fathom a few possibilities using the Call Flow Designer, possibly...

 

[antechs]

I was thinking along the lines of "Press 1 to leave a message for x, Press 2 to leave a message for y." Which is not great, but technically functional, which it sounds like it isn't right now. I can also fathom a few possibilities using the Call Flow Designer, possibly...

Hi,

Sadly this wouldn't work, the companies aren't to be publicly associated.

Sorry!

 

[WolfgangOne]

This CFD should let you pick a VM to send to based on the DID the call came in on. I use it to pick which greeting to give during business hours, and which VM to send to after business hours.

 

[antechs]

Magic, Will give it a shot...
Thanks