Calls Going to the Wrong Voicemail Queue

Symptom

You have an inbound phone script to route calls to Queue-A with Overload routing calls to VoiceMailQueue-A but the calls are going to VoiceMailQueue-B.

Applies To

• 8x8 Contact Center
• Configuration Manager for Contact Center

Resolution

Change Queue-A's Route Voice Mail to queue to point to VoiceMailQueue-A.

1. Log into Configuration Manager for Contact Center.
2. Select Queues/Skills.
3. Double click Queue-A.
4. Select the Voice Mail tab.
5. Adjust Route Voice Mail to queue to VoiceMailQueue-A.
6. Click Save.

Cause

Queue-A has a message in the Waiting Music that tells callers "press 1 to leave a voice mail" and Queue-A's 'Voice Mail' > Route Voice Mail to queue is set to "VoiceMailQueue-B".

When the caller presses 1, the call is routed to the Queue's voice mail settings instead of the script's Overload routing.