Question
Why did I receive a voicemail when Voicemail is disabled on my account?
Answer
If you disabled voicemail on your account but received a voicemail ticket, this is usually an indicator that an end user who called your Talk number encountered an error.
Rather than having your end user experience a dropped call and having to call back, sending them to the back of the call queue, the call is routed to voicemail.
3 Comments
As a customer who has opted against voicemail -- I'd much rather a customer get disconnected thinking their call dropped than create a message through an unsupported channel. We don't monitor voicemails, have them turned off, and recently had this occur in my account. I'm lucky I happen to spot them otherwise these customers would have been in the abyss for an unknown amount of time.
Hi Zendesk - We received a voicemail in our queue today, but do not have Talk set-up nor enabled. We do not wish to receive calls/voicemail at this time. Any ideas?
Hi Casey,
I've turned your question into a ticket since this will have some account specific info in my response.
For anyone else who is curious this usually happens as new trials are given a US number for testing, with $1 trial credit, but you need to complete the onboarding to see the number you have. So while you are in a trial, you usually have an active number on the account, and sometimes robo dialers end up calling the number.
Carl McDowell
Timezone: Melbourne
Technical Support Architect
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