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nthslalom's avatar
nthslalom
Copper Contributor
Jan 10, 2025

Events for an agent not picking up the call

Hi,

We have a requirement where the caller should be transferred to voicemail recording when the agent does not pick up the call. Currently, if the agent does not pick up the call, the caller reaches the agent's personal voicemail. Is it possible to interrupt that and redirect the call to ACS voicemail recording mechanism?

The ACS framework send a "CallTransferAccepted" if the personal voicemail is reached. Are there any events which can be used to detect that agent did not pick the call. We tried the Job router, but it does not seem to detect that agent is not picking the call.

Any suggestions?

Thanks

Azure Communication Services
  • luchete's avatar
    luchete
    Steel Contributor
    Jan 12, 2025

    Hello!
    To redirect calls to an ACS voicemail system instead of personal voicemail, you can try the ACS Call Automation SDK to set a timeout for unanswered calls and redirect them using the RedirectCall API. Monitor call states with events like CallConnected and CallDisconnected, as CallTransferAccepted only confirms transfer completion.

    Job Router doesn’t detect unanswered calls directly, but you can configure timeouts to trigger redirection. Use a bot or serverless function to handle and record voicemail messages.

    Cheers,

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