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the possibility that only allow incoming calls from local numbers to a specific Talk number
Answered
Posted Jul 24, 2024
we have different numbers/agent support different regions, but agents always receive calls from other countries, since different knowledge requirement, we need the feature let agents only receive calls from the region they support.
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2 comments
Official
Sean Chuang
Hello,
Thank you for your question. It is possible but please test this approach to make sure.
1. You need to turn on omnichannel routing.
2. You need to set up triggers to determine which group the call should go to.
Call flow will look something like:
Thanks,
Sean
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Mamantha
hi Sean,
thanks for your info.
actually, we can't use omnichannel routing, since it can't let agents in different group backup each other.
and we have so many customers from different countires, it means we need to create triggers for more than 30 countries, it's not handy for us. that's why we want twillo to control who will get through the number.
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