In the event where a call offered to an agent via Contactual, either from a queue or as a Direct Agent Dial, reaches an agents personal voicemail box, the reason could be due to the PBX system answering the call before an Agent or the Contactual Voice Mail picks up the call. If this is the case you will need to check both your Contactual configuration and with your PBX administrator (follow below steps).
- Log into Configuration Manager.
- Go to Agent > Access.
- Verify that the Voice Mail and Prompting Timeout for you (and all Agents) is set to a time that is shorter than the PBX voicemail.
For example, if your PBX voicemail will pick up after 25 seconds, you will need to set your Voice Mail and Prompting Timeout to be 20 seconds. Otherwise, the call will be picked up by the PBX and not Contactual, every time.