Hello Nuttapong,
It would depend on if the customer hang up before or after the VM greeting completes. Meaning if the customer hangs up before the VM completes it shouldn't forward the call to the agent, but if the greeting is completed then it would still forward the call even if the customer doesn't leave a message.
------------------------------
Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
DenverCO
------------------------------
Original Message:
Sent: 07-08-2024 10:54
From: Nuttapong Limadisai
Subject: Transfer to Voicemail not forward call to Agent
In the case of a transfer to voicemail in the IVR, if the customer does not leave a message, the system does not forward the call to an agent. Is this correct?
![](https://higherlogicdownload.s3.amazonaws.com/GENESYS/MessageImages/a5b55b7dd75a4e2aaa65aa5ceda0bb02.png)
#ArchitectureandDesign
#Implementation
#Routing(ACD/IVR)
------------------------------
Nuttapong Limadisai
Beryl 8 Plus Public Company Limited
------------------------------