If an Agent is Available to take a call (transfer from BOT to queue), but does not pick up (i.e. walks away and forgets to change status), after the timeout period the customer hears "Sorry we couldn't service you at this time" and the call hangs up. This is not a good experience for the customer and the call should be directed to voicemail. The Voicemail features needs additional configuration options and more flexibility to add additional scenarios where a customer could leave a voicemail.