Enable Transfer to Voicemail even when Extension is set up to forward call or play announcement If no one answers
We'd like to be able to set up our user extensions to ring back to the receptionist team rather than go to voicemail by default, such as when on DND, are on another call, or for any reason can't answer.
Right now we can do this by setting "If no one answers" to "Forward the call" back to reception.
However with the "If no one answers" setting is set that way (to anything other than "Send to voicemail"), the voicemail box is effectively disabled, so when a caller specifically requests to leave that extension a voicemail, the receptionist can no longer transfer to that extension's voicemail.
I'm requesting the voicemail box should always be enabled for new voicemails if it has been set up, separate from the setting that decides when to automatically route to the voicemail box. So the 'If no one answers' can decide where to route calls automatically, but not prevent manually routing a call to voicemail at any time.
Stuart
shared this idea
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Cheryl
commented
The ability to transfer a routed caller back to the user's VM is critical for our company. Our goal is to have that personal touch with our clients which is why we rout to another person before going to a VM.
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Matt
commented
This is a concern I see by a few customers.
The design choice to disable access to VM and Fax when call routing options are enabled causes problems and should be corrected.