Description:
In RingCX, agents currently do not have the ability to send inbound queue calls directly to voicemail when declining or ignoring the call.

Current Behavior:

Direct extension calls behave like RingEX and can be declined to route to personal voicemail.
However, inbound queue calls cannot be sent to voicemail.
When an agent declines a queue call, it triggers RONA (Ring No Answer) and the call is routed to the next available agent in the queue.

Limitation:
There is no option for agents to redirect a queue call to voicemail upon decline. This limits flexibility for handling situations where agents are temporarily unavailable but still want callers to leave a message instead of being re-routed repeatedly.

Requested Enhancement:
Provide an option in RingCX to allow:

Queue calls to be redirected to voicemail (either personal or queue voicemail) when an agent declines or does not answer
OR
A configurable setting that allows administrators to define whether declined queue calls should go to:
Next available agent (current behavior)
Queue voicemail
Agent voicemail (optional)

Business Impact:
This enhancement would improve caller experience by reducing repeated call routing attempts and provide more flexible call handling options for contact center workflows.