Assigning Redirect Agents

For each phone number associated with a service, you can designate a single Agent to receive redirected calls under specific circumstances; for example, if you create a single number dialler node within an IVR, you can use it to redirect calls to the associated Agent instead of a fixed phone number.

Implementation

1. Access the relevant Service Details page.
   Viewing the details of a service...

   1. Access the details page for the intended Customer.

      How do I access the details of a specific Customer?

      1. Type the Customer’s name into the search field at the top of any page.
      2. Click the intended Customer in the search results. This opens the Customer Details page.

   2. Select the Services tab.

   3. Locate the intended service and click its Service Details link. This will open a new page.
2. Select the Numbers tab.

3. If you can't see the Operator/Group selector for the intended number(s), you'll first need to enable the appropriate option for this service.
   Enabling Agent assignment for numbers in a service...

   1. Scroll down to the section titled Storing Additional Details Against Each Number.
   2. If the option This service is configured to call a single operator specified against each number isn't already ticked, tick it.
   3. Click Save Changes to refresh the page.
4. Use the Operator/Group selector to assign an Agent (or group, if the service features an Agent queue that will make use of groups) to each of the chosen number(s).
5. Click Save Changes.