When transferring a call to another agent, we were surprised to discover that, if the agent does not pick up, the voicemail recording that triggers belongs to the person transferring the call, not the person to whom the call was transferred to. We had expected the Agent Confirmation When Forwarding setting to impact this, but it appears to be unrelated, since this happens whether that setting is on or off. Obviously we can assign the voicemail ticket to the proper agent after the fact, but our clients are confused when they hear the name of the person who answered and not the name of the person they were expecting to talk to on the voicemail. Is there a way to get the proper voicemail to pick up?
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