Contact Center Inbound Calls Are Going Directly to Voicemail

Symptom

Calls are going to agent voicemail box instead of staying in the queue.

Applies To

• 8x8 Contact Center
• Contact Center Configuration Manager
• Admin Console

Resolution

Agent ring time might be shorter than interaction offer timeout. This means that the agent's voicemail is picking up the caller before the queue can retrieve the call and offer the call to the next available agent.

1. Log in to Contact Center Configuration Manager. 
2. Click Users.
3. Click Edit (pencil icon).
4. Select Properties.
5. Check the Interaction Offer Timeout seconds.
   
6. Log in to Admin Console. 
7. Click Users. 
8. Click Edit (pencil icon). 
9. Navigate to Call forwarding rules.
10. Next to When user does not answer the call within 15 seconds click Edit (pencil icon).
11. Edit When no answer for to an amount higher than the 8x8 Contact Center Interaction Offer Timeout.
12. Click Save.

Place a test call in the queue and confirm that the call stays in the queue if the agent does not answer. If the issue persists, have the agent log out / log back in and place another test call.