Routing incoming calls to groups of agents (Talk Team, Professional, and Enterprise)

For each Talk number, you can choose to route calls to only selected groups of agents.

If you use Talk Professional or Enterprise, you can route calls using IVR instead of group routing. For details, see Routing incoming calls with IVR.

Note: This option is not available with Talk Lite. It is available for Talk Team, Talk Professional, Talk Enterprise, and pay-as-you-go Talk plans if you signed up before March 15, 2016.

To route calls to specific groups

1. Click the Admin icon () in the sidebar, then select Channels > Talk.
2. Select the Numbers tab.
3. Click on the number you want to edit.
4. Click the Routing tab.
5. In the Group Routing section, select one or more groups to route calls to. If you select no groups, calls are routed to all available agents.

   

6. If you selected more than one group, also choose a default group from the drop-down menu next to Default group. Calls are routed to the default group first if agents in that group are available. If no agents from any of the selected groups are available, resulting voicemails are also assigned to the default group.

   

   Note: When three or more groups are selected, there is no hierarchy to the non-default groups; all Talk-enabled agents in those groups are put into a single assigment pool. Call routing is determined by an agent's online status.
7. Click Save Changes.