Transferring a call and not getting voice mail

[Mjamm]

Agent(A)receives a call and wants to transfer the call to Agent (B). Agent (A) does not want this to be a blind transfer, so they wait on the line for the Agent (B) to answer. If Agent (B) does not pick it up, then Agent (A)hears 3 rings, after the 4th ring, when it should go to voicemail, but it does not. It rings and rings until Agent (A) hangs up. If the Agent (A) follows transfers the call as a blind transfer, the caller will get to Agent(B) voicemail after three rings on a RNA.

Both sets have FNA and SFA assigned. Why does won't the call on a supervised transfer go to the voicemail?

 

[cmawbey]

set FDN to your voice mail dn Colin

 

[Mjamm]

Colin... I think this may be the issue. I have Genesys CTI, and before that I had my FDN set to the MACD. However, now the Genesys implementation team has had me create a CDN that they control to get the call to voicemail. I am think it is the CDN that is causing the issue?

Without totally knowing their strategies, that is where I am thinking the issue lies.