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We want to use the extension in the IVR to permit customer to go directly to an agent.
Then we have a digit that goes to a flow with a "dial by extension".
The behaviour expected is that the agent ring and pick up the call, but if the agent is not available we want the call to go back to a queue and not to a voice mail.
We have tried the tool "forward my calls" but it seems to transfert all the calls incoming, so it doesn't suit us.
Do you have any idea to configure what we want :
Dial by extension -> if agent not available -> go to queue
A call to an extension is always looking for a voicemail box (even if Voicemail is disabled).
If you use 'dail by extension' the call has left the flow and you are not able to do something with the call like on no answer etc
Here we don't want to permit customer to use a voicebox because of management strategy.
So how to use extensions and manage agents unavailability to avoid a customer to be dropped or redirected on voicebox ??? I think there is no solution for now ?
Thanks for help
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