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
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.