So, something which isn't covered in any of the Support articles I can find, and only stumbled on the answer after browsing deep into some comment responses, is how an agent sets up Agent Forwarding. There's also no visual guide for this either that I could find - so I've quickly created it.
Specifically, your agents will come across this when they attempt to use Agent Forwarding, and get the message in the browser-based softphone client in the Support app saying "not configured".
This article will take an Agent step-by-step through the process of setting up agent forwarding.
- From the Support web client, have the agent click on their Profile in the top right-hand corner, and select View Profile.
- From the left-hand side, scroll down to the Talk Agent Settings.
- Ensure that the Talk Agent switch is set to On.
- Next to Agent Forwarding, click on Add number. Follow the prompts to select the county, add the number, and any extension information required (if the number isn't a direct dial to the extension or number.
PS: If your agents have their own personal voicemail, make sure that Admin > Channels > Talk > Agent confirmation when forwarding? is set to On. This will ensure the call doesn't go to the Agent's personal voicemail.
Hope this helps anyone out searching for this answer.
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