Why pressing option 2 for voicemail in a queue does not work whilst a call queue call is ringing on an agents phone

Applies To

• 8x8 Work
• Call Queue

Answer

Pressing option 2 will only work when the call is queuing in the call queue.

When a call queue call is ringing on an agents phone it is not in the call queue, therefore the caller is not able to press option 2 for voicemail whilst the call is ringing on an agents phone.

Additional Information

A caller may not know if their call is in the queue or ringing on an agents phone as the system by default plays the call queue music instead of ring back whilst a queue call is ringing on an agent’s phone.

This is a setting that can be changed to play ringback instead of queue music on a per PBX basis and would affect all Call Queue’s on the PBX.