If the agent is transferring a call to an employee, but the employee doesnt answer, how do we take the call back and transfer to someone else? Also, how do we release the call to the employees voicemail instead. Exploring two options for customers. Currently the AI Agent has been taking back the call and trying it to the same person again.

I understand the issue. You want the AI Agent to pull the call back when an employee doesn’t answer and then send it to someone else, or let the caller be dropped straight into voicemail instead of retrying the same person. I can help you set this up so the agent reacts correctly to no-answer events and routes the call the way you prefer. Quick question to point you in the right direction: are you handling transfers through Retell AI directly or through another phone system? @Pete

In retell for the transfers.

Perfect, thanks for clarifying that transfers are handled within Retell. Here’s how I would approach this: I’ll review your current call-flow setup to identify where the AI Agent retries the same employee on no-answer. Then, I’ll implement a routing logic that either pulls the call back and transfers to another available employee or releases it to voicemail based on your preference. I can handle this directly for you and ensure it works smoothly. It’d be best if we discuss the details privately so I can fully understand your setup and get it implemented efficiently. @Pete

Hey Pete, I'm an Australian Voice AI agency owner, happy to help out on this - I have this set up with a client already so can give you the quick run through. I do charge for my time as a heads up.