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Routing Settings

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Now that you have a phone number in your account and Talkdesk integrated with the tools you use in your daily operations, agents can start making and receiving calls.

As an Admin, you can configure how and when your agents should receive calls.

By default, Talkdesk rings all suitable agents at the same time. The first one to answer will handle the call. However, incoming calls can be routed to a single or multiple suitable agents at the same time, depending on your preferences. When routing an inbound call, the account's routing preferences will set the number of agents to dial simultaneously as well as how and when to do it.  

 

Automatic Away

To automatically change a status to Away for any agent that misses a specified number of calls in sequence, follow the instructions here.

 

Number of Agents to Ring

To configure the number of agents to ring:

  • Log into your Talkdesk account as an administrator.
  • Click the "Admin" section [1] at the top left hand side of Talkdesk.
  • Select the "Preferences" tab [2].
  • Scroll down to ‘Routing Settings’ [3].
  • Next to ‘Number of Agents to Ring’, make your selection from the drop down menu [4]:

Ringing all Agents

If the setting is 'All', Talkdesk will ring all available agents at the same time and the first one to answer takes the call.

Ringing N Agents

For any specified value, Talkdesk will ring that number of agents simultaneously, and will only dial another batch of agents (of the same size or with the remaining undialed agents) if every agent in the previous batch rejects the call (or becomes busy).  If no one answers the call Talkdesk will keep ringing this number of available agents.

In order to make sure that the most appropriate agent always gets the call, we use a skills based routing system to deliver messages to the right agents.

  • Save your changes at the bottom of the page.

Note: These settings can also be configured differently per phone number. To learn how to do this, please visit our numbers custom settings article.

 

Receive calls in the Browser, SIP Phone or on External Phone

While the browser (or Callbar) is the primary interface for using Talkdesk, agents can also receive calls on SIP phones or external devices, such as cellphones. This is where you set the default account-wide preferences:

There are many routing options available so we recommend you keep things simple while you're getting started! For more information on what each of these settings means, please visit our Agent Routing Settings article.

Note: These settings can also be configured differently per agent. To learn how to do this, visit our 'Enabling Specific Routing Settings per Agent' article.  

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