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

Return to top

4 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
  • Rohan Anderson

    Hey! Can you please confirm if there are subscription requirements for this feature? The "Primary Group" option is currently not showing for us ("Growth" level).

     

    Thanks.

    0
  • Administrator
    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
  • Administrator
    Community Moderator
    The Humblident Award - 2021

    HI Rohan Anderson,

    If you can route to different groups, the "Primary Group" option will only visualize if you have more than one group selected.  Hope this helps!

    Brandon Tidd

    0

Please sign in to leave a comment.

Powered by Zendesk