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Forwarding Calls to the If-No-Answer Phone Number

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The If-No-Answer Phone Number is a backup phone number that calls are routed to if all agents are unavailable and/or offline. By default, Talkdesk routes calls to this phone number only during business hours. However, it is possible to configure Talkdesk to route calls to this phone number at any time.

To configure your If-No-Answer Phone Number settings follow these directions:

Forwarding_Calls_to_the_If-No-Answer.png

  • Log into your Talkdesk account as an Administrator.
  • Select the "Admin" section [1].
  • Click on the "Numbers" tab [2].
  • Click on the phone number for which you would like to configure the If-No-Answer Phone Number settings.
  • Select the "General" tab [3].
  • Type in the phone number you would like as your If-No-Answer Phone Number in the box  [4].
  • By default calls will be routed to this If-No-Answer Phone Number during business hours only. If you would like calls to be routed to this number at any time, uncheck the "Active during business hours only" box.

Note: If the device you’re forwarding to has an extension, you can make use of the 'Ext.' field. For example, if 205-444-5555 has an extension #1212, you can type in 1212 on the Ext. box so it is also automatically dialed.

If a machine answers the call, calls get routed back to Talkdesk (ie. voicemail) instead of ending on the agent’s personal mobile or external phones’ voicemails. By placing an asterisk (*) symbol instead into the extension field of the external number, you can disable AMD for that number and, as such, "force" calls onto that external number, regardless of any machine answering it.

  • When you are finished click "Save" [5] at the bottom of the page.
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Comments

  • Avatar
    Chris Fassano

    Within the Talkdesk callflow diagram presented in the below KB, would the "If-No-Answer Phone Number" come into play between the "Are agents available?" and "Is the waiting queue full" decision node?

    http://support.talkdesk.com/hc/en-us/articles/206971156-Greetings-and-Messages

  • Avatar
    Sara Costa

    Hi Chris, that's absolutely correct! In the future for a more prompt assistance you can also contact our support team: support@talkdesk.com

  • Avatar
    Denise Thomas

    can I indicate the time I would like the numbers to begin forwarding? Or is this immediate upon completing the forward number process?

  • Avatar
    Sara Costa

    Hi @Denise! At the moment, calls are immediately forwarded to the if-no-answer number however, using Talkdesk Studio it will soon be possible to configure also the time in seconds before the call is forwarded.

    Talkdesk Studio is an interactive visual designer (currently in private beta and available only to customers who subscribed to our Early Adopters program), that offers Talkdesk Admins a new way to configure, design and manage both very simple and very complex call flows.

    You can learn more in this Talkdesk Studio (Closed Beta) section: https://bit.ly/2GZHh6D If you wish to apply, please contact your CSM or Talkdesk support team (support@talkdesk.com) for more information.

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