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Callers Waiting in Queue Not Offered Option to Leave Voicemail
8x8 Support

Callers Waiting in Queue Not Offered Option to Leave Voicemail

Symptom

Callers waiting in the queue are not offered an option to leave a voicemail.

Applies To

  • Virtual Contact Center
  • Call Queues
  • Voicemail

Resolution

  1. Log in to VCC Configuration Manager.
  2. Click Queues/Skills > Edit Inbound Phone > Voicemail tab.
  3. Confirm that voicemail is enabled or in the IVR script that there is an overload to a VM queue. 

Cause

This issue is generally caused by voicemail not being enabled in Queues/Skills > Edit Inbound Phone > Voicemail or the IVR script does not offer the caller an option to leave a voicemail (i.e. missing overload to voicemail or forwarding to a queue that has VM option disabled).