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  • 1.  Voicemail then Consult

    Posted 05-12-2025 19:33
    No replies, thread closed.

    I feel like I've seen this on the community before but couldn't track down the thread and what the consensus was so somebody help me out, is the below expected behavior and if so, is there an idea out there to address it (I've spent some time searching and couldn't find anything) 

    Normal ACD call from customer to a queue answered by an Agent

    Agent Consults another queue, no one answers

    Agent Leaves voicemail for the queue

    Agent then tried to consult a second queue

    There are agent on second queue who are available / on queue / idle, but call is never delivered.

    It seems like because there is a voicemail, ie an active session already, the call to the second queue is not valid until the voicemail is completed.


    #Routing(ACD/IVR)

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    Anton Vroon
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  • 2.  RE: Voicemail then Consult

    Posted 05-13-2025 09:29
    No replies, thread closed.

    Hey Anton,

    That sounds about right. I'm going to see if I can track down any additional info on this scenario but if you can easily replicate this, I would recommend getting in touch with Customer Care and posting the case number here so I can monitor it.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Voicemail then Consult

    Posted 05-13-2025 23:19
    No replies, thread closed.

    @Jason Kleitz case number #0003755736



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    Anton Vroon
    ------------------------------

    Original Message


  • 4.  RE: Voicemail then Consult
    Best Answer

    Posted 06-13-2025 14:15
    Edited by Jason Kleitz 06-13-2025 14:15
    No replies, thread closed.

    Hey Anton,

    I just wanted to post a follow up to help close the loop on this thread. This was the answer from one of our Routing engineers.

    When the agent does the consult and doesn't disconnect the call before the voicemail is created, that is considered a callback.  A voicemail callback.

    I hope that helps!



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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