Forward Calls to Voicemail

Never miss a lead by allowing your customers to leave voicemail messages. This topic describes how to forward various kinds of calls to voicemail.

Background information

A growing business cannot afford to miss incoming calls. A missed call may make your customers impatient. Forwarding calls to voicemail automatically helps you to stay connected with customers and enhance the service.

In the following scenarios, you can consider a destination as voicemail, which helps the system to forward calls to voicemail:

Forward extension users' calls to voicemail

You can set call forwarding rules for each presence status as users' need, the system will forward extension users' calls to voicemail according to the presence status.

  1. Log in to PBX management portal, go to Extension and Trunk > Extension, edit the desired extension.
  2. Click Presence tab, select a presence status to configure.
  3. In the Call Forwarding section, configure call forwarding rules for internal calls (incoming calls from colleagues) and external calls (inbound calls from customers).
    1. Select the checkbox of a forwarding condition.
    2. Select a corresponding destination for the forwarding condition to one of the following options:
      • Voicemail: Forward calls to the extension's voicemail box.
      • Group Voicemail: Forward calls to a selected group mailbox.
  4. Click Save and Apply.

Set failover destination to voicemail for a ring group or queue

  1. Log in to PBX management portal, set failover destination to voicemail.
    • To set failover destination for a ring group, go to Call Features > Ring Group, edit the desired ring group.
    • To set failover destination for a queue, go to Call Features > Queue, edit the desired queue.
  2. In the Failover Destination drop-down list, select a corresponding destination to one of the following options:
    • Extension Voicemail: Forward calls to the extension's voicemail box.
    • Group Voicemail: Forward calls to a selected group mailbox.
  3. Click Save and Apply.

Allow users to leave voicemail messages by IVR

Prerequisites
Update your IVR prompt that would instruct callers to press a key to access voicemail.
Procedure
  1. Log in to PBX management portal, go to Call Features > IVR, edit the desired IVR.
  2. Click Key Press Event tab, select a corresponding destination to one of the following options:
    • Extension Voicemail: Forward calls to the extension's voicemail box.
    • Group Voicemail: Forward calls to a selected group mailbox.
  3. Click Save and Apply.

Forward inbound calls to voicemail

On non-working days, you can forward inbound calls to voicemail.
  1. Log in to PBX management portal, go to Call Control > Inbound Route, edit the desired inbound route.
  2. In the Default Destination section, select a corresponding destination to one of the following options:
    • Extension Voicemail: Forward calls to the extension's voicemail box.
    • Group Voicemail: Forward calls to a selected group mailbox.
  3. Click Save and Apply.