Forward All Calls - Even When Agents Not Logged In

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4 Comments

  • Caroline Kello
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    Hi Andreu,

    An agent needs to be online in order for calls to be offered to them, this also includes Agent Forwarding. We don't have the capability at the moment to route calls to agents who are not marked as online. There's more detail on how Agent Forwarding works here

    Hope this helps,

    Caroline

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  • Andreu Tobella
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    Hi Caroline,

    is it possible to forward all calls to a landline or mobile phone number that is not linked to any agent? It should be very simple since it is a simple forward from our Zendesk number. Please let me know since without this basic feature, we cannot continue using Zendesk.

    A

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  • Caroline Kello
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    Hi Andreu,

    Yes, that's an option. You would then configure an IVR (which you would need to apply to the number when your agents have left for the day) where the key press would route the call to a number of your choice. The greeting you can have for example could say "Hello, you've reached us outside of our regular business hours. Please press 1 to be connected with our out of hours support team". The setup would look something like the below. 

    Would this be along the lines of what you're looking for?


    Thanks,

    Caroline

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  • Josh
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    Would be cool to have GPS on phone to mark as browser or mobile

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