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Why are calls routing to my agents VO voicemail box instead of staying in the queue?
8x8 Support

Why are calls routing to my agents VO voicemail box instead of staying in the queue?

 

Applies To

Virtual Contact Center - includes Virtual Office configuration

Answer

The reason a caller may end up in an agents voicemail box is because the agents ring time seconds in Virtual Office may be shorter than the Interaction Offer Timeout seconds set for the agent in the VCC Configuration Manager. This means that the agents voicemail is picking up the caller before the VCC queue can retrieve the call back and offer the call to the next available agent.

1) Log into the Virtual Contact Center Configuration Manager, select Users, and edit the users profile

2) Select the Properties tab and check the Interaction Offer Timeout seconds.

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3) Log into the Virtual Office Configuration Manager, select Users, and edit the agents user profile.

4) Scroll down to the Call Forwarding rules of the agent and edit the When user does not answer the call forwarding rule.

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5) Check the When no answer for ring seconds set for the agent. The default should be set to 15 seconds. Increase this amount so that it is higher than the VCC Interaction Offer Timeout seconds and save.

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6) Place a test call in your VCC 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.