Default Voicemail Heard Instead of Call Queue Voicemail When Transferring Directly To Voicemail

@kmateze , if you are transferring from an IVR or AR(Auto Receptionist), the you need to specify the voicemail greeting to be used else it will use the system default greeting.

If my reply solved your discussion don’t forget to mark reply as the solution. Thanks!

Hi KMateze,

We 've never had the need to forward a call to a Call Queue's voicemail directly, however, I can understand the business case for doing it. I tested it with our setup, and can confirm that it did indeed play the default voicemail greeting, and not the customized greeting set up for Business Hours on the Call Queue, which does indeed play when a call is not answered. 

I would suggest that you log a problem with Zoom Support at https://support.zoom.us/hc/en-us/requests/new

@kmateze Kindly check on the call queue Overflow routing during business hours and closed hours which I'm assuming that it is set to Leave Voicemail to Current Extension. If it is, click on Edit then check that Voicemail Greeting is not set to Default. If it is set to Default, hit on Audio Library and select the custom audio you have recorded then click on Use the Audio then Save.

With regards to Call Queue voicemail, using the Zoom App, user can tell if a voicemail received was for the Call Queue by clicking on the Voicemail tab. The voicemail will have a text label like "For Call Queue Name." From a deskphone, there is no way to tell if a voicemail received is for a Call Queue or for user's direct number.

If this answers your question, please mark this as "Accept as Solution" or you may provide more feedback for us to understand more your issue.

Hi @FORE-Craig ops, sorry for that one. Would you mind sharing a screenshot of your call queue please. Something similar below.

If it is a bug, we will be more than happy to log a ticket for that.

Thanks

@FORE-Craig Thank you for sharing a snapshot of your call queue. Config appears appears to be correct. Please submit a support ticket here if you have not done yet or we can assist you also to log a new one.

@FORE-Craig @kmateze would you mind to please share your ticket reference number. Curious to see what the issue is. Thanks

@kmateze,

Good day. I have also tested this in my lab, and I find the same results. The default greeting is playing, and I could play the voicemail in the call queue.

The VM greeting of the call queue can be different depending on where the call originated. E.g., the AR is transferring the call to CQ VM, the VM greeting it will be playing will be the one we set up in AR and not in the call queue.

A good example would be the workaround below that you might want to try while our support team checks the issue.

I created an AR that will be an extension that the user will be dialing if they want to transfer to the VM of the CQ. We need to put the actual VM greeting we wanted to play. In this setup, the user who initiated the transfer should do a "Blind Transfer" to the AR instead of "Transfer to Voicemail." 

The direct transfer to CQ voicemail bypasses the VM greeting set up on the CQ, just like the AR transferring the call to CQ VM in the above workaround.

I hope this helps.

Hi @kmateze,

 You have some responses to your discussion worth noting. Have any of these answer your question? If so, don’t forget to mark the reply as an accepted solution!

@kmateze , I am about to say the same as what @zac2021 mentioned. The feature request is the best next step for this. You might want to consider applying the workaround I mentioned above while waiting for the feature request update.

Hope this helps.