Last updated on Apr 6

3 min read

Inbound Calls

  • PhoneID: Enter the extension number for the team.

  • Recording:

  1. Enable agents to pause call recordings: When this checkbox is selected, agents can pause call recordings directly from the dock.

  2. Recording Ruleset: You can now set different recording rules for different users or destinations.

    Source: Use this field to select a specific country or choose "any" to allow calls from any location.

    Destination: Use this field to select a specific individual to receive the call.

    Action: The following call recording options are supported:

    • Agent + Contact: This option records calls for both the agent and the customer.

    • Agent Only: This option records calls only for the agent making the call.

    • Contact Only: This option records calls only for the customer on the call.

    • Off: This is the default setting and disables call recording options.

  • Queue Settings: This feature allows you to configure the settings for queued calls.

    1. Play Music Before Queuing: This feature enables you to play assigned music as soon as a caller enters the queue.

    2. Queue Hold Music: This feature enables you to play assigned music while a caller is waiting in the queue.

    3. Queue Announcements: This feature includes several options to inform callers while they are waiting in the queue:

    • Callback Option: Presents the caller with a way to request a callback.
    • Drop Voicemail Option: Enables the caller to leave a voicemail message by simply pressing a key.
    • Approximate Wait Time: Announces the estimated wait time for the caller.
    • Queue Position: Informs the caller of their position in the queue.

    1. Queue Timeout: This feature enables you to set the maximum time for which a call can be in the queue.

    2. Timeout Action: This feature enables you to define the action to be taken on timeout. The following options are available:

    • Hangup: End the call
    • Voicemail: Send to voicemail
    • Team: Transfer to another team
    • User: Transfer to a specific user
    • Flow: Transfer to another flow
    • PSTN: Transfer to a different phone number

    1. Agent Ring Timeout: This feature allows you to set the time for which an agent's phone will ring before the call is routed to the next available agent.

    2. Service Level Threshold: This feature enables you to set the service level by defining the time in which a call should be answered.

    3. Connect with the Previous Agent When Available: This feature routes an inbound request to the agent who handled the call previously, if they are available.

Users
Outbound Calls