Calls are not being forwarded to an external phone number (Legacy)

Note: The features described below are only available for accounts using Talkdesk Classic Inbound Routing. Effective June 21, 2021, Talkdesk Classic Inbound Routing will no longer be available for sale for new customers. New accounts will only be able to configure inbound routing behavior through Studio.

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].


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