Question

I created a trigger for incoming calls. However, I noticed it acted on voicemail tickets. What caused this behavior?

Answer

Verify your trigger, which contains a condition that includes voicemail tickets:

  • Object > Ticket > Channel | Is | Phone call (incoming)
    Phone_Call_Incoming_Condition.png

To avoid that trigger from acting on your voicemail tickets, add a condition to exclude voicemail calls:

  • Object > Ticket > Channel | Is not | Voicemail
    Voicemail Condition

For more information, see these articles:

  • About triggers and how they work
  • Understanding how Talk calls become tickets
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