If your calls are not being forwarded to an external number on your IVR, an agent's external phone number or your if-no-answer number as expected, but instead are going to voicemail, that is probably happening because you're using a number that has an automated answering mechanism (like an IVR or voicemail).
We have a machine detection mechanism that is used to detect voicemail machines and abort the call in those cases.
Please update your phone number to disable the machine-detection by specifying * (asterisk) as the Ext. next to it.
To do this on your If-No-Answer Phone Number follow these directions:
- Log into your Talkdesk account as an Administrator.
- Select the 'Admin' section [1].
- Click on the 'Numbers' tab [2].
- Click on the phone number for which you have configured the If-No-Answer Phone Number
- Under the 'General' tab [3] scroll down to 'If-No-Answer Phone Number' and type * on the Ext. field [4].
- When you are finished, click 'Save' [5].
For your agent's External Phone Number, log in to your account as an Administrator, and:
- Select the 'Admin' section [1].
- Select the 'Agents' tab [2] and click on the affected agent's name.
- Scroll down to 'External Phone Number' and type * on the Ext. field [3] (or ask the affected agent to do this by editing their agent settings).
- Click 'Save' at the bottom.
For your IVR phone number, log in as an Administrator and:
- Select the 'Admin' section [1].
- Select the 'Numbers' tab [2].
- Click on the phone number where you've set up your IVR.
- Click on the 'IVR' tab [3].
- Type * on the Ext. field next to the number after 'forward to phone number' [4].
- When you are finished, click 'Save' [5].
