If an agent opts out to receive a call, can he receive direct extension calls?
Short answer: No. When Opt Out from Calls is enabled for an agent, direct extension calls do not ring the agent. If voicemail is configured, the call goes straight to voicemail; otherwise, the caller hears a busy/failed tone and the call ends.
When you’d use this
Use Opt Out from Calls when an agent is unavailable (focus time, training, time off) but should remain in the directory.
Prerequisites
- Agent has an extension number (e.g., 2003).
- Voicemail configured on the agent or on the team catch-all (recommended).
- Role permissions to change call settings (Agent can change self; Admin can change any agent).
Change the setting (Web)
- Go to Admin Console → Users → [Agent Name] → Calls.
- Toggle Opt Out from Calls On.
- (Optional) Under Voicemail, confirm the destination for unanswered calls.
- Click Save.
Expected result: Calls to the agent’s direct extension immediately route to the configured voicemail. If voicemail is off, callers hear a busy/failed tone and the call ends.
Confirm it works
- From another phone, dial ext. 2003.
- You should not hear ringing on the agent’s device; you should reach voicemail greeting (if enabled).
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