Is anybody else out there using phantom extensions for their SCCS? If so when a call is presented to the extension on the call center phone and the agent does not answer does the call get routed to the voicemail box of the phantom extension? Currently my calls just ring the set and do not forward no answer to voicemail.
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Phanton extensions
- Thread starter bryanata
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tellyteck1
Technical User
Basically you have to give treatment if an agent doesnt answer. For example, route it to a mailbox, other number, other skillset,etc. AJK
Yes, I have configured many. Step 1, ensure that the phone is configured to forward to voicemail. A couple of things to consider here: ensure that their DN is not on another set and set the LHK to be 1 key higher than the DN. Second, configure the phantom before you put it in the Symposium; make sure it is allowed to hunt and fna to voicemail, and set FTR DCFW x yyyy where x = length of extension to forward to and yyyy the voicemail number. Third, put that phantom DN into the agent's profile. After that is done, have them log in and test. If you do this out of order, it will not work.
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