Jeff Heaton

Outside of the round robin vs all agents at once, I'd like to be able to utilize specific agent extensions within the same call group.

Basically, I'd like the setup to work like a customer calls the single support line, and if they KNOW the extension of the agent they wish to speak with (the agent they spoke to previously provided the extension or the customer saw it in the email signature) they can hit that number and speak to the agent. A prompt of knowing the party extension is fine, but what I specifically do not want is to break my agents up into different groups and for the support number to just read off the groups/agent names for the customer to select.

So the typical "Thanks for contacting support, someone will be with you shortly, but if you know the party's extension you wish to speak with, please dial it now..." kind of a thing.