Testing call redirection to voicemail

Last Updated : Apr 21, 2022 |

About this task

Verify that the contact center redirects a direct agent call to voicemail when an agent cannot answer the call. Verify that an agent can access the voicemail server and listen to voice messages.

For more information about accessing voicemail, see Using Avaya J100 Series SIP IP Phones for Call Center Agents, Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents, and Using Avaya Agent for Desktop.

Before you begin

  • Add a voicemail server, a coverage path, and assign the coverage path to the agent. For more information about configuring contact center objects, see Administering Avaya Contact Center – Extended Capacity.

  • Configure a permission set for Direct Agent Calling and assign the permission set to the endpoint and agent.

  • For testing purposes, on the Configuration Server web portal, on the Agent Profiles screen, set Message Wait Lamp Indicates Status For to AGENT.

Procedure

  1. Log in to the agent endpoint with the endpoint credentials.
  2. On the agent endpoint, call the agent login ID.

    You must make a call to the agent login ID of the logged-out agent.

  3. Verify that you can hear the call redirection announcement and leave a voice message after the tone.
  4. Complete the call.
  5. Log in to the agent endpoint with the agent credentials.

    When you log in as an agent, the Message Waiting Indicator LED on the endpoint lights.

  6. On the agent endpoint, access the voicemail server.

    For example, on Avaya J100 Series IP Phones, you can press Voicemail to access the voicemail server.

  7. Verify that you can access and hear the recorded message.

    After listening to the voice message, the Message Waiting Indicator LED on the agent endpoint turns off.