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ContactNow: IVR or Inbound call queues route directly to voicemail
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ContactNow: IVR or Inbound call queues route directly to voicemail

Symptom

When calling a phone number that is assigned to a ContactNow IVR or inbound call queue during business hours, the caller is routed directly to voicemail.

Cause

This is caused by a configuration issue with the IVR or call queue, or with an assigned Time of Day (TOD) policy.

Resolution

To resolve this issue, verify and correct the call routing configuration of your Inbound call queue or IVR, as well as configuration of any Time of Day Policy or Rules that may be assigned to it.

The following sections outline probable areas and solutions for the issue:

  • Inbound Call Queue and IVR Time of Day Policy Setting
  • Inbound Call Queue Redirect Setting
  • IVR Configuration
  • Time of Day Policies

Inbound Call Queue and IVR Time of Day Policy Setting

For both inbound call queues and IVRs, verify and correct the following, as needed:

  1. In Configuration CN_Configuration_Gear_Icon.jpg > Agents, Teams, & Queues > Queues, click on the gear icon CN_Agent_and_Queue_Edit_Gear_Icon.jpg of your call queue and select Edit.
  2. in the Basics tab, verify that your call queue or IVR has been assigned the appropriate Time of Day Policy option.

CN_Inbound_Check_TOD_Policy.jpg

Inbound Call Queue Redirect Setting

Inbound call queues (and not IVRs) allow calls to be redirected when set conditions are met.

  1. Click on the Settings tab of the inbound call queue configuration, and scroll down and verify that the Redirect feature settings are correctly configured.
    • The Redirect Switch setting is not automatic. The setting chosen by an administrator will remain active until it has been manually changed.
      • In Office: When selected (blue), this setting will force calls to be redirected after a set number of seconds in queue, if any option except None is selected.
      • Out of Office: When selected (blue), the setting will force calls to be redirected immediately, if any option except None is selected.

CN_Inbound_Check_Redirect.jpg

IVR Configuration

There are two user interfaces for IVR configuration: Menu and Graphical. Follow the instructions below for your specific IVR.

Non-Graphical IVR Menu

If your IVR was designed using menus instead of the Graphical User interface:

  1. In Configuration CN_Configuration_Gear_Icon.jpg > Agents, Teams, & Queues > Queues, click on the gear icon CN_Agent_and_Queue_Edit_Gear_Icon.jpg of your IVR and select Edit.
  2. Click on the Menu tab, and then click Edit.
  3. Review the options in your IVR menu settings and adjust them as needed to resolve the issue.

Note: Keep in mind that an IVR call can't be routed directly to voicemail unless an assigned Time of Day policy tells it to, but it can be pointed to a call queue which does.

CN_IVR_Non-Graphic_Config.jpg

Graphical User Interface

If your IVR is configured to use the graphical user interface:

  1. Click on Configuration CN_Configuration_Gear_Icon.jpg > IVR Creator and select the IVR to verify any other configuration issues.

Note: Keep in mind that an IVR call can't be routed directly to voicemail unless a Time of Day policy tells it to, but it can be pointed to a call queue which does.

CN_IVR_Graphic_Config.jpg

Time of Day Policies

Each Time of Day policy you create is a collection of time-based rules. When a TOD policy is applied to a call queue configuration, it will determine what action is to be performed on calls made to or from that call queue.

Incorrectly configured TOD policies assigned to a call queue may force the failure of correct call routing.

  1. In Configuration CN_Configuration_Gear_Icon.jpg > Time of Day, click on the gear icon CN_Agent_and_Queue_Edit_Gear_Icon.jpg of the policy assigned to your call queue, and select Edit Policy.
  2. Verify that the Time Zone and Default Action settings are correct for the call queue you've assigned your policy to.
    • Setting the Default Action to Active allows the Rules you applied to this policy to determine how calls are handled.
    • Setting the Default Action to Inactive immediately follows the action you select, if the call time does not match any rules.

CN_Time_of_Day_Policy_Edit2.jpg

  1. In Configuration CN_Configuration_Gear_Icon.jpg > Time of Day, click on the name of the TOD policy that is assigned to your call queue or IVR to expand the policy.
  2. The rule summary is displayed for you, but you can also click on the gear icon CN_Agent_and_Queue_Edit_Gear_Icon.jpg of your Rules and select Edit Rule to verify that your rule configuration is correct.
  3. Make any changes as needed to resolve your call routing issue.

CN_Time_of_Day_Policies_1t.jpg

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