Pressing Option 2 for Voicemail in Queue Doesn't Work While Call Is Ringing on Agent's Phone

Pressing Option 2 for Voicemail in Queue Doesn't Work While Call Is Ringing on Agent's Phone

Question

Why doesn't pressing option 2 for voicemail in a queue not work while a call queue call is ringing on an agent's phone?

Applies To

  • 8x8 Work
  • Call Queue

Answer

Pressing option 2 will only work when the call is queuing in the call queue.

When a call queue call is ringing on an agent's phone it is not in the call queue, therefore the caller is not able to press option 2 for voicemail while the call is ringing on an agent's phone.

Additional Information

A caller may not know if their call is in the queue or ringing on an agent's phone as the system by default plays the call queue music instead of ringback while a queue call is ringing on an agent’s phone.

This is a setting that can be changed to play ringback instead of queue music on a per-PBX basis and would affect all call queues on the PBX.

 

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