can ACD call go to Agent Voicemail

[kavle]

Hello All,

if we dont have RONA in the script , can an ACD call to go Voice mail configured on the Finess user extension. 

[Thomas G. Johannesen]

Hey Kavle.

No - Callforwarding is not supported on agent phones / extensions

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Unified CCE supports only one agent ACD extension on the IP phone. To enable Unified CCE to manage and control all calls on that extension, it cannot have voice-mail or call forwarding defined. Typically, the agent extension is not used as the agent’s office extension. You can assign a separate extension to the agent’s phone for that purpose. The office extension can have voice-mail and other calling features.

[david.macias]

@Thomas G. Johannesen while what you state is correct the line CAN have VM, but it’s not recommended. So for the OP if for some reason they want calls to agents to go to VM then the RONA timer needs to be longer than the VM timer and the call will go to VM. I am not sure what actually will happen once the RONA timer expires so that will need to be tested and account for.

david

[bill.king1]

I might not be following your scenario, but you could send the fail to queue/RONA node in the UCCE script to a group voicemail box/extension. So not tied to an individual agent but to a mailbox that all of them can access, or even better that supervisor can access to determine while RONA happened.