No Answer Destination is a rule for where you wish to direct an inbound caller if the agents in queue never pick up the phone. 

To set or modify these settings:

1. Log into the application as the Operator
2. Click on People
3. Click (or select the edit icon) for the Department
4. You will see the “Edit Department Directory Entry” page and scroll to “Users in this Department”
5. Look for the No Answer Destination options

Options include:

Voicemail:   When all agents have been dialed, the call goes to the department voicemail.

Call Tree:  When all agents have been dialed, the call goes back to the Call Tree.

Transfer to Extension:  When all agents have been dialed, the call will route to another extension in the company. This can be an individual person or another department. Once the call rolls to the other extension, the call will be subjected to that extension’s routing rules—the Find Me List of that extension/person, that department’s voicemail, etc.

• If you select this option, note the “drop down” box to select a user or department.

Transfer to Phone Number:  When all agents have been dialed, the call will route to a phone number. Many companies use this option to transfer the caller to an external answering service.

• If you select this option, note the text entry box where you should enter the 10-digit destination phone number. 
• Important Note:  If you are routing the calls to an outside phone number that has an IVR, un-select any Privacy/Call Screening features earlier on this page. Call screening requires you to press 1 to accept the call and if the call routes to another auto-attendant IVR, the call may not complete as the receiving IVR will know now to press 1.