Voicemails TURNING into agent-routed Phonecalls while the Customer is leaving the voicemail

(0) Share

Report

Posted on by EscapedAnteater

Sometimes

Normal Behavior in Routing Diagnostics: You see "Intake Rules" being used for Voicemail

Weird Intermittent Behavior:

In the mdidle of leaving a voicemail, a call get's "refowarded" to our "default voice queue" (these next two screenshots)

What happens is the customer is in the process of leaving the person a voicemail, and then AS they're talking, a call is presented to another agent, who picks up. So if you listen to the voicemail(s) it sounds like

1. Customer starts leaving voicemail

2. Another random agent picks up the phone WHILE they customer is talking to the voicemail box and there's some confusion on both ends

3. Agent resolves the call, hangs up, and the WHOLE conversation is sent to the original direct-number owner as a voicemail

Any thoughts on what's going on here?

All responses (1)

Answers (0)

Suggested answer

EscapedAnteater 2 on at

Like (0)

Report

RE: Voicemails TURNING into agent-routed Phonecalls while the Customer is leaving the voicemail

Figured this out. It was a capacity Profile item. Here are the notes:

Verified and Able to reproduce by calling the agent directly, then while he’s on that call, calling him again and having him force it to voicemail.

We believe this was due to capacity issues (Specifically, the direct-agent-profile and the queue calls are on “Default inbound” capacity profiles and “Block assignment” was ON. We believe this meant that when that capacity profile was full (agent on direct call -OR- Queue call, let’s call it “Call1”) and they got another incoming call “Call2”, Call2 hit the voicemail queue but got assigned to another agent.

Remedy: Created Capacity Profile “Voicemail_Inbound” and Assigned the Inbound-Direct-Agent-Call Profile to use it instead of “Default Incoming Voice” Capacity Profile