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Forwarding Calls to an External Phone Number When the Status is "Offline" or "Away"

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In Talkdesk you can forward calls to an external phone number when agents are "Offline" or "Away". This will allow agents or managers to field calls from their cell phones, home phones or IP phones when they are not logged into Talkdesk (i.e., their agent status is "Offline") or when they are away from their desk (i.e., their agent status is "Away", "Break", "Lunch", "Meeting", or any other agent status with the color orange).

You can forward calls to an external phone number:

  • Only during business hours when all agents are "Offline" or "Away".
  • Anytime all agents are "Offline" or "Away" (both during and after business hours).
  • Only during business hours when a specific agent is "Offline" or "Away".
  • Anytime a specific agent is "Offline" or "Away" (both during and after business hours).

 

How to configure

To forward calls to an external phone number when all agents are "Offline" or "Away", please follow these steps:

  • Log in to your Talkdesk account as an Administrator.
  • Click on the Admin section [1].
  • Select the Preferences tab [2] and scroll down to the "Device Settings" section.
  • In Device connection, select Multiple Device Mode [3].
  • Configure "Receive Calls on External Phone" [4] by selecting one of the following options from the dropdown menu:
    • When status is set to 'Offline' or 'Away'.
    • When status is set to 'Offline' or "Away" but only during business hours.
  • Save your changes [5].

 

Notes:

 

Remember to enable the forwarding to the agent's external phone number by inserting a phone number on the agent's profile:

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  • Select the Agents tab [6].
  • Click on the agent for whom you would like to configure an external phone number.
  • Type in the phone number and save your changes. 

 

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