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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:

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1. Log in to your Talkdesk account as an Administrator.

2. Click on the Admin section [1].

3. Select the Preferences tab [2] and scroll down to the "Device Settings" [3] section.

4. In “Allow External Phone” [4], select “Yes” if you wish to add an external phone number in Callbar or “No” if you do not [5].

5. In “Allow SIP Device” [6], select “Yes” if you want to allow your agents to connect a SIP phone to Callbar or “No” if you do not [7].

6. Save your changes [8].

 

Notes:

  • The option “Allow SIP Device” will only be displayed if you have previously allowed SIP devices to be enabled for your account. For more information on enabling SIP devices, please visit Device Settings.
  • These settings can also be configured differently per agent. To learn how to do this, visit the article  Enabling Specific Device Settings per Agent. If allowed by the administrator, agents can also configure their settings.

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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7. Select the Agents tab [9].

8. Click on the agent for whom you would like to configure an external phone number.

9. Type in the phone number and save your changes.

 

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