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I entered in an external number for one of my agents and it says that calls will be routed to that number if forward to phone is enabled. How do I enable that?

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Forward to phone can be enabled by doing the following:

  • Log into Talkdesk as an Administrator
  • Select the 'Admin' icon in the top bar navigation
  • Select the 'Preferences' tab
  • Scroll down to 'Routing Settings': here you have the option to forward calls to external phones if all agents are busy or when it is more convenient for you and your team.
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