Queue Voicemail Reports

[Konsalik]

Hello All,

Is there a report we could run that will tell us how many calls went to voicemail for a specific queue?
Calls to voicemail are not counting has abandon calls or even answer as far as I can see

 

[VasilisV_3CX]

Hi @Konsalik,

Calls that route to Voicemail of the queue (emailing the agents) does count towards abandoned calls. You could check the Abandoned Queue Call Report as this will show you which calls were sent to the destination if no answer, in this case being the VM box of the queue itself.

 

[Konsalik]

Thank You @VasilisV_3CX
Weird, when I run the Abandoned Queue Calls, I dont see the voicemail calls, matching by time andcaller ID
We do have business hours set up, and some of these voicemails are outside business hours. WhereI cand find that calls than?
Any ideas?

 

[VasilisV_3CX]

Hi @Konsalik,

To clarify, if the call timed out and became abandoned and it was routed to the Voicemail box, only if the caller left a voicemail will it match to the voicemails you've got. In the Management Console >> Settings >> Voicemail, there is a setting: Do not save Voicemails that are less than (seconds). If they hang up within this time, the Voicemail is not recorded.

What you could do is create a new extension, add it to the queue and leave it unregistered, but have the manager's email address in the email field. This way when a VM is left, the manager will also get a mail with the attached VM rather than just the agents in the queue.