Send to Voicemail No Longer Working on Queue Call

[pmterp]

I understand why this would not be desired for some users but there are other cases where it is needed.
Previously, while a call was ringing, the queue member could press "Send to Voicemail" on the 3CX app to send the call to their voicemail. It was reported to us this morning from a client that was recently updated to V20 update 8 that this no longer works.
They also reported that "Send to Voicemail" isn't even shown on iOS but I don't know that it was previously since I'm an Android user.

Please advise if there is a way to restore the previous functionality.

If not, we need the agent to not be re-targeted for the same call if they press the decline button.

 

[NikolasA_3CX]

Hi @pmterp

Regarding your question, this functionality cannot be restored.

 

[Vali_3CX]

"Send to Voicemail" isn't even shown on iOS but I don't know that it was previously since I'm an Android user.

It's Apple: press the side button to tell iOS to drop the call and then the client will follow user's Forwarding Rules configuration (Voicemail, Send busy, etc) Alternatively iOS allows you to drop with message, which will also send a chat message to the caller, if suitable.

 

[pmterp]

Would it be realistic to ask if when the user presses "Ignore", that same call would not be served to them again (maybe based on call ID)? I don't want it to automatically switch them to DND (as I've seen in other discussions) and if the caller were to hang up and dial again, I understand it would ring through, but we need some way to instantly/on-demand route the call to the "No answer" selection without re-ringing the same agent over and over.

Our client who brought this to our attention has a small team that takes calls outside of business hours. There were supposed to be 2 agents available but one had other obligations and switched to DND. The one still in the queue got the call but could not take it at that time. The call rang to them, they pressed Ignore, and then it just rang to them again. They were trying to switch their status to DND to end the loop but couldn't do it fast enough as the system kept trying to reserve the call.

 

[NikolasA_3CX]

Would it be realistic to ask if when the user presses "Ignore", that same call would not be served to them again (maybe based on call ID)? I don't want it to automatically switch them to DND (as I've seen in other discussions) and if the caller were to hang up and dial again, I understand it would ring through, but we need some way to instantly/on-demand route the call to the "No answer" selection without re-ringing the same agent over and over.

Our client who brought this to our attention has a small team that takes calls outside of business hours. There were supposed to be 2 agents available but one had other obligations and switched to DND. The one still in the queue got the call but could not take it at that time. The call rang to them, they pressed Ignore, and then it just rang to them again. They were trying to switch their status to DND to end the loop but couldn't do it fast enough as the system kept trying to reserve the call.

The queue is designed to poll all available agents depending on the ring strategy. If the queue has only one user who is available to receive calls, rejecting the call will cause the queue to repoll them, as this is the default behaviour.

What can be done is to change the queue to a ring group because a ring group does not repoll agents, and as such, when an agent declines the call, the call will go to the destination if not answered instead of repolling them.

Keep in mind that since a ring group does not repoll agents, so if an agent that is part of the ring group is on a call, while another call is ringing in the ring group, when that agent hangs up the call and becomes available, the ring group will not poll them.

 

[pmterp]

What can be done is to change the queue to a ring group because a ring group does not repoll agents, and as such, when an agent declines the call, the call will go to the destination if not answered instead of repolling them.

Understood, in this case, the client may be better served with a Ring Group. Thank you for the suggestion.