I can't find reference in doco but is this normal or default behaviour to send a Caller to Voicemail when pressing 'Chat Reply'?
I've tried J4W 9.1.3 and 9.1.4 in Softphone and Deskphone modes.
Also, is it a configurable option?
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Yes. It's essentially the same idea as Apple introduced in iOS 6: you can't talk but wish to respond with a text message.
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Great, thanks Jonathan. Appreciate the quick response.
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