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Transfered calls from a response group do not go to voice mail when unanswered RRS feed

  • Question

  • When a call comes in to a response group, the response group will answer and transfer the call to an agent. If the agent fails to pick up, the call does not go to the agents voice mail but goes back to the person that originated the transfer.

    We would like that transfered call to go to voice mail when not answered rather than back to the response group.

    Just like to add, the response groups are using snom 300. In a test lab when we answered from a Lync client and transfered, it did go to voice mail, when using the snom 300s it did not.

    Any help would be appreciated


    Steve


    • Edited by SteveHDI Thursday, February 14, 2013 3:13 PM
    Thursday, February 14, 2013 2:42 PM

Answers

  • You will have to configure overflow or timeout actions on the Response Groups there is no support for secondary call routing on the client from Response Groups

    - Belgian Unified Communications Community : http://www.pro-lync.be - MCM/MVP/MCT

    • Marked as answer by Sean_Xiao Monday, February 25, 2013 2:50 AM
    Friday, February 15, 2013 12:54 AM
  • Hi,

    It is designed. The response group transfter the call the an agent. If the agent doesn't answer the call, it couldn't foward the call the voice mail of the agent. You can set the action in the queue time-out setting to foward a telephone number, other queue, sip address or voice mail.


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.

    Sean Xiao
    TechNet Community Support

    • Marked as answer by Sean_Xiao Monday, February 25, 2013 2:50 AM
    Monday, February 18, 2013 8:17 AM

All replies

  • You will have to configure overflow or timeout actions on the Response Groups there is no support for secondary call routing on the client from Response Groups

    - Belgian Unified Communications Community : http://www.pro-lync.be - MCM/MVP/MCT

    • Marked as answer by Sean_Xiao Monday, February 25, 2013 2:50 AM
    Friday, February 15, 2013 12:54 AM
  • Hi,

    It is designed. The response group transfter the call the an agent. If the agent doesn't answer the call, it couldn't foward the call the voice mail of the agent. You can set the action in the queue time-out setting to foward a telephone number, other queue, sip address or voice mail.


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.

    Sean Xiao
    TechNet Community Support

    • Marked as answer by Sean_Xiao Monday, February 25, 2013 2:50 AM
    Monday, February 18, 2013 8:17 AM