Can I route Talk calls to all agents at once or to specific individual agents?

Return to top

2 Comments

  • LaReine Pia

    Hello! I am wanting to have one specific agent answer calls. If after x amount of rings, we want it to go to a second person. Is this possible to do for each new call? We do not want to do the round-robin feature, instead of starting the cycle again for each new call: Agent One (no answer), ring to Agent 2, and then if no answer the call would then go to voicemail. And if a new call comes in, we want it to start again at agent 1. Please let me know if this is possible to do!

    0
  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi @... - 

    Although this is not a standard workflow - you can achieve the desired routing by putting each agent in their own individual call group, and then use the multi-group routing feature to sequentially stack the agents.  If neither agent answers the ticket will associate with the primary group.

    Hope this helps!

    Brandon Tidd
    729 Solutions

    0

Please sign in to leave a comment.

Powered by Zendesk