No it does not appear that way. I have tested the workgroup with our normal queue message, hold music etc and it rings out first before going to those messages. When I change the group to point to VM it just does not ring the available agent in that group it will just go straight to VM. I expect I am missing something really simple but as this is the first VM I have set up so cannot see what it is.
Thanks
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Douglas Ogilvie
Engie Services Limited
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Original Message:
Sent: 03-19-2021 17:23
From: Paul Simpson
Subject: Send to Voicemail after no answer
Is it transferring because all agents are busy, or because no agents are logged in?
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Paul Simpson
Senior Technical Instructor
Original Message:
Sent: 03-18-2021 11:11
From: Douglas Ogilvie
Subject: Send to Voicemail after no answer
I have a workgroup active that now requires to go to voicemail if no agent answers. Currently the group goes to comfort messages, hold music etc . When i set the VM up it misses out the agents and goes straight to the VM. I am fairly new to the building of groups so am sure this is fairly straight forward but i cannot see how to make the VM only come in after ringing the agents first. Step guide on the step would be ideal. Thanks
#Unsure/Other
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Douglas Ogilvie
Engie Services Limited
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