Contact Centers, CRM Customer Engagement

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  • 1.  Call Forwarding Direct Agent Number on the fly

    Posted 08-26-2019 08:30 AM
    I have a customer service group that wants to be able to call forward their DA numbers on the fly to go to their hunt group when the agent is out of the office.  Since it isn't a physical phone number you can't use traditional call forwarding codes.  Has anyone been able to accomplish this and could share how they did it?  I have tried different vector ideas but none were simple to implement nor could the manager do it without my intervention.  Any help or suggestions would be appreciated!

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    Teenya Hoover Gantt
    Corporate Telecommunications Manager
    [RHF]
    Hickory NC
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  • 2.  RE: Call Forwarding Direct Agent Number on the fly

    Posted 08-27-2019 08:18 AM
    Hi Teenya - What about the coverage path on the DA?  Where does it go today?  You can send to a VDN that prompts for voicemail​ or sends the call to the team.  Then no one needs to do anything if someone is out.

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    Mary Doran
    Lead Telecom Analyst
    Cartus
    Danbury CT
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  • 3.  RE: Call Forwarding Direct Agent Number on the fly

    Posted 09-04-2019 11:23 AM
    Thanks for responding......That scenario is what I had for them and then asked me to take it out and just send to voicemail.  I appreciate you suggesting that!!

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    Teenya Hoover Gantt
    Corporate Telecommunications Manager
    [RHF]
    Hickory NC
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  • 4.  RE: Call Forwarding Direct Agent Number on the fly

    Posted 08-27-2019 03:20 PM
    You can always have a press 0 option in the voicemail system to route to the queue.

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    Kitt Vermeersch
    Senior Telecommunications Analyst
    Schneider National, Inc.
    Green Bay WI
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  • 5.  RE: Call Forwarding Direct Agent Number on the fly

    Posted 09-04-2019 11:24 AM
    I thought of that as well but that is not what they want either.  I think they are not going to be satisfied.

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    Teenya Hoover Gantt
    Corporate Telecommunications Manager
    [RHF]
    Hickory NC
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