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IPOCC Queue going to Voicemail

IPOCC Queue going to Voicemail

(OP)
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.

RE: IPOCC Queue going to Voicemail

Check if voicemail is off at IPO users.

RE: IPOCC Queue going to Voicemail

(OP)
All users under that Topic are having voicemail off.

RE: IPOCC Queue going to Voicemail

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

RE: IPOCC Queue going to Voicemail

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.

RE: IPOCC Queue going to Voicemail

At Manager user 699 should have:

User rights - Application (Voicemail off)

RE: IPOCC Queue going to Voicemail

(OP)
The call is routed Contact Center Voicemail Box, but Contact Center User Ext voicemail checkmark is grayed , how can i fixed this.

RE: IPOCC Queue going to Voicemail

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.

RE: IPOCC Queue going to Voicemail

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

RE: IPOCC Queue going to Voicemail

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

RE: IPOCC Queue going to Voicemail

RE: IPOCC Queue going to Voicemail

(OP)
Yes it uses Working Hours user Rights.

RE: IPOCC Queue going to Voicemail

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

RE: IPOCC Queue going to Voicemail

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

RE: IPOCC Queue going to Voicemail

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

RE: IPOCC Queue going to Voicemail

You're welcome. Glad to help,

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