Note: Effective June 21, 2021, Talkdesk Classic Inbound Routing will no longer be available to sell to new customers. New customer accounts will only be able to configure inbound routing behavior through Studio.
A dedicated number is a phone number that is associated with one agent only. All inbound calls to that phone number are routed directly to the agent to whom the dedicated number is assigned.
To assign a dedicated phone number to an agent, follow these directions:
1. Log in to your Talkdesk account as an Administrator.
2. Go to the Admin section [1].
3. Click the Numbers tab [2].
4. Purchase a new phone number for the agent by clicking the New Phone Number [3] button and then click that phone number once it has been associated with your account. To use an existing phone number, simply click on it.
5. Click Assign to agent [4].
6. Open the drop-down menu and type in the name or the email address to select the agent to whom you wish to assign the phone number [5]. You will see the tag "Dedicated Phone Number" [6] next to the agent's name.
7. Click Save [7].
By default, dedicated phone numbers inherit the account-level settings defined under Admin > Preferences. However, agents with dedicated phone numbers can override these settings and configure their own unique settings for their dedicated phone number (i.e., voicemail greeting, timezone and business hours).
Call Routing on Dedicated Lines
While Talkdesk’s regular call routing only considers the agent’s “available” or “busy” statuses to assign calls to an agent, the routing behavior will change when the answering agent is in possession of a dedicated phone line.
On a dedicated phone line, all agent statuses are considered for allotting calls, except for the “offline” status. This means that if a customer calls a dedicated phone line, the call will be enqueued if the agent is either “busy” or “available”. If the agent is in one of these statuses and then switches the status to “away”, the call will remain enqueued.
Depending on the agent’s status, the call will be routed as described below:
|
Agent status |
Scenario |
Result |
|
Offline |
Inbound call reaches the dedicated line while the agent is “offline”. |
Call goes to voicemail and the caller hears the default or preconfigured voicemail message. |
|
Away |
Inbound call reaches the dedicated line while the agent is “away”. |
Call goes to voicemail and the caller hears the default or preconfigured voicemail message. |
|
After Call Work |
An inbound call reaches a dedicated line. A second inbound call reaches the dedicated line. The agent then switches status to “available”. |
The first inbound call goes to the queue. The second inbound call also goes to the queue. When the agent switches statuses, the first inbound call rings the agent. |