This Guide explains how to configure and use call forwarding to another extension's voicemail.
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
Users can forward a ringing call / answered call to their colleagues' Voicemail at any time via Collaboration:
- Upon receiving an incoming call (or during an active call) press Transfer button (right arrow ➡️ icon) from the call dialog window
- Enter a colleague’s name or extension number into the search field
- Press the Voicemail icon (envelope ✉️ ) near the name of the colleague
Call forwarding to a colleague's voicemail from the handset
For this purpose you will need to modify the dialplan used for making outgoing calls ('users' by default):
- 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)
- Add application Go to voicemail
- 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
4. Set Options - select a if you want to play busy or unavailable message automatically
Related articles
Voicemail - all the information on setting up and using the Voicemail service