IPOCC Queue going to Voicemail

[Irshad78]

Guys,

when call presented to an Agent and if he didn’t take the call it is not jumping to next available Agent instead it is going to voicemail, pls help.

 

[sstevancevic]

Check if voicemail is off at IPO users.

 

[Irshad78]

All users under that Topic are having voicemail off.

 

[Irshad78]

moreover in voice message greeting it is saying voicemail number as 699 which is for Avaya Contact Center.

 

[sstevancevic]

Manager - user - Agent user - Voicemail - Voicemail On is unticked?
If it is than trace call with system status to see in which voicemail box calls gone.

 

[sstevancevic]

At Manager user 699 should have:

User rights - Application (Voicemail off)

 

[Irshad78]

The call is routed Contact Cent

er Voicemail Box, but Contact Center User Ext voicemail checkmark is grayed , how can i fixed this.

 

[sstevancevic]

Manager - User rights - Application - User Rights Membership - Members of this User Rights, tick user 699 and check that:
Manager - User rights - Application - User Rights Membership - Voicemail - Voicemail On is unticked and Apply User Rights value is select.

 

[Irshad78]

The Icon is Grayed out i can't uncheck it.

 

[sstevancevic]

Does your user 699 uses Working hours User Rights - Application?

 

[sstevancevic]

 

[Irshad78]

Yes it uses Working Hours user Rights.

 

[janni78]

You need to start paying focus, he has given you the answer several times.

Untick "Enable Voicemail" in the User Rights calles "Application".

"Trying is the first step to failure..." - Homer

 

[sstevancevic]

Go to User rights - Application and set like the picture I sent you.

 

[Irshad78]

Thanks for your great support, the problem has been fixed.

 

[sstevancevic]

You're welcome. Glad to help,