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Call Queue Re-Routing/Voicemail

When auto-attendant is set to call a Call Queue, there is no option to route that elsewhere if everyone is busy or no answer. It needs the option to call a Call Queue for X seconds and then re-route elsewhere or to voicemail if no answer.

18 votes
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    Gavin Nixon shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

    2 comments

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      • James commented  ·   ·  Flag as inappropriate

        Absolutely need this. If no-one is signed in to SFB or all are on DND, then the call should immediately route to the next action and not hang around in the queue waiting for timeout..

      • Bill Healy commented  ·   ·  Flag as inappropriate

        Agreed, if all agents are set for DND then the call should go to voicemail and not leaving the caller on hold until the timeout expires. Although I can see cases where if agents are actively on the phone it's ok for the caller to be on hold until one gets off the phone or the timeout expires.

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