Divert to voicemail

[Joni]

Hello everyone!

I have a problem to solve.
I have created an IVR and when a call in a queue is more than 30 sec without answer the costumer is redirected to voicemail.
But when an extension on the queue use the button "Divert to voicemail" the caller didnt hear that IVR but he hear the default IVR.
Can anyone help me how to configure to play my IVR when i use "Divert to voicemail" button and not the default IVR?

Thank You,

Joni

 

[cobaltit]

Ok so your explanation is confusing. Are you saying you have a 30 with 'Destination if No answer' is set to one IVR but if the agent presses 'Divert to voicemail' the caller hears a different IVR than what that queue has set as the 'Destination if No answer'?

 

[Joni]

Sorry for explanation.
Yes, true this is my problem.
If I let the call to ring, after 30 second the caller is directed to voicemail and hears my IVR but when I press the button "Divert to voicemail" the caller is directed to voicemail but hears a different IVR( I think the default IVR) and he has to press "#" to send that voicemail.
In the queue to "Destination if no answer" I have set parameters as in the photo below.
Thank you for your answer!

 

[YiannisH_3CX]

Hello @Joni

When a call polls an agent and that agent sends the call to voicemail the call will be redirected to the agents voicemail not the destination of the Queue. This is the default behaviour of the PBX and currently cannot be changed.
I would recommend posting this as a feature request to our ideas section of the forum https://www.3cx.com/community/forums/3cx-ideas/ . All posts are reviewed by their corresponding Departments and, if feasible and voted for by other users as well, may be implemented in an upcoming service pack or update.