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Description

What if agent answered the incoming call but caller wants to speak to the person who is not available at the moment? There is a way to transfer the call to that user's voicemail if caller would like to leave a message for him/her. Agent can easily forward calls to his/her voicemail via Collaboration or from the handset.

Call transfer to a colleague's voicemail via Collaboration

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Users can forward a ringing call / answered call to their colleagues' Voicemail at any time via Collaboration:

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Call forwarding to a colleague's voicemail from the handset

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For this purpose you will need to modify the dialplan used for making outgoing calls ('users' by default):

1. Create a new number that will act as a prefix that end users need to dial before extension number to route the call. In this example we have set up 8. which is interpreted as 8 followed by one or more characters from 0 to 9 any length (you can use 8XXX or 82XX to have more accurate match with your range of extensions)
2. Add application Go to voicemail
3. Set Number - select Remove and enter 1 to remove first digit which is 8 in our case. This way PBX will recognise the extension number only without dialled prefix 8

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      4. Set Options - select a if you want to play busy or unavailable message automatically.

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Related articles

Voicemail - all the information on setting up and using the Voicemail service

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