Having the option for the caller to be routed to voicemail for an unanswered call can sometimes lead to laid-back agents not actively answering calls. In this instance, voicemail can be removed from each Call Routing Profile as required.

  1. Login to the Call Control Portal.
  2. Select Call Routing Profiles from the left-hand menu.
  3. Hover over the relevant Call Routing Profile from the list and select Edit.
  4. Choose the relevant Route Set from the drop-down.
  5. Select Voicemail from the Call Control list.
  6. Select Delete to remove the voicemail options.
  7. Select Save to save changes to the Routing Profile continue.
  8. To test that voicemail has been removed correctly, call the Campaign Tracking Number for the Call Routing Profile and ensure the call is not routed to voicemail if not answered.

Important: Don't forget to check that your call timeout setting is long enough for the call to time-out and go to the next instruction, or your own phone system or mobile voicemail before ending the call.