How can we ensure that all voicemails go to a call center and not the main line?

Problem

The voicemail went to the main line instead of the call center, so employees assigned only to call centers couldn't check it.

Solution

Find and access voicemails:

1. Go to your DialPad application.

2. Select the contact center or the department you are assigned to.

3. Click Voicemails to view the voicemails left for the contact center or department.

Ensure voicemails go to the contact center:

1. In DialPad Settings, go to Office > Main Line.

2. Click Business Hours & Call Routing.

3. In the Call Routing section, click Edit Call Routing.

4. Select Closed Hours Routing and ensure it is not set to go Directly to voicemail.        

   Note: If the main line's Closed Hours Routing is set to go Directly to voicemail, call center agents won't be able to access voicemails left on the main line. To receive these voicemails, agents must be assigned as operators for the main line.

5. Select a contact center for Closed Hours Routing.

6. Edit the contact center routing for closed hours to send calls Directly to voicemail.        

   1. Go to Admin Settings > Ai Contact Centers.

   2. Select the contact center you want to edit.

   3. Click Business Hours & Call Routing.

   4. In the Call Routing section, click Edit Call Routing.

   5. Select Closed Hours Routing and ensure it is set to go Directly to voicemail.

This ensures that calls received after hours are still directed to voicemail, but they are categorized under the contact center section rather than the main line.