Current Behavior: The "Send RingEX calls to voicemail" feature currently routes all direct calls to the user’s personal voicemail while they are on a RingCX call. There is no alternative for organizations that do not use voicemail or want to avoid agents managing a personal inbox backlog.

Proposed Solution: Expand the current "Send to Voicemail" permission into a selectable menu with three additional handling options:

• Busy Tone: Disconnect with a busy signal to indicate the agent is occupied.

• Announcement Only: Play a "User is busy" recording and disconnect without allowing a voicemail to be left.

• Forwarding: Route the direct call to a prefered destination.

Business Value:

• Agent Efficiency: Prevents REX personal voicemail clutter for agents in high-volume CX environments.

• Improved CX: Callers get immediate feedback (Busy/Announcement) rather than leaving messages that may not be checked for hours.

• Flexibility: Supports business workflows where personal voicemail is disabled or not used.

Benefits:

• Eliminates administrative overhead for agents.

• Provides more professional call handling options during active CX sessions.

• Allows for "Active" rather than "Passive" call management.