No Answer Destination
No Answer Destination defines where direct calls to a WebRTC agent are routed when the agent is unavailable or does not answer.
When a direct call is placed to a WebRTC agent — such as an internal extension call or a transferred call — and the agent is unavailable (busy, on DND, or not answering), the No Answer Destination determines where the call is sent. Without a destination configured, the call will either ring busy or continue ringing until the caller disconnects.
Applies to WebRTC Agents OnlyAgents using UC-based desk phones or soft-phones do not have this setting in Xima CCaaS. Overflow behavior for those agents is managed within the UC platform.
Does Not Apply to Skill Queue CallsNo Answer Destination is not invoked when an agent fails to answer a call presented from a skill queue. Queued calls that go unanswered are returned to the queue and offered to the next available agent.
Configuring No Answer Destination
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Navigate to
User Management > Agent Licensing -
Locate the agent and click the ellipsis next to their name, then select
Edit -
Locate the
No Answer Destinationfield and click the edit icon -
Select a destination type and configure accordingly — see Destination Types below
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Click
Save
Destination Types
None
No overflow destination is set. Unanswered direct calls will ring busy if the agent is occupied or on DND, or continue ringing until the calling party disconnects if the agent is in a ready state but not responding.
Skill
Routes the unanswered call to an existing skill group queue. The caller enters the queue and is offered to the next available agent.
Dialable Number
Routes the unanswered call to any dialable destination — an external phone number, a UC voicemail box extension, a group voicemail extension, or another internal extension.
Agent Voicemail
Routes the unanswered call to the agent's Xima WebRTC voicemail box. The caller can leave a voicemail that the agent retrieves from within CC-Agent Client.