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Agent Settings: Routing Settings

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Once you’ve decided where to receive your calls, you should decide how and when you wish calls to be routed to each of your devices. 

There's quite a few options to choose from, so please review them carefully! If you're new to Talkdesk we recommend sticking with the defaults at first until you get comfortable with the setup. 

 

Receive Calls in the Browser (or Callbar)

  • Only when status is set to available: calls will ring and you can take them in your browser (or Callbar) during and outside business hours, but only when your status is available. When your status is set to away, busy or offline, calls might ring somewhere else, not ring or go to voicemail, depending on your other routing settings configurations.
  • Only during business hours: calls will ring your browser (or Callbar) when status is set to available during business hours (or holidays hours), and will never ring your browser (or Callbar) outside of your business hours.
  • During business hours or if status is set to available: [default] calls will ring and you’ll be able to take them in your browser (or Callbar) during business hours, but also outside of business hours, if your agent status shows you as available.
  • When status is set to available but only during business hours: if your agent status is available, calls will ring your browser (or Callbar) during business hours (or holidays hours) only.
  • During business hours or if there are calls in the queue: calls will ring and you can take them in your browser (or Callbar) during business hours (or holidays hours); but also outside of business hours, in case there are calls waiting in the queue if agent status is set to available.
  • When status is set to available but only during business hours or if there are calls in the queue: if your status shows you as available, calls will ring your browser (or Callbar) during business hours (or holidays hours). But calls will also ring your browser (or Callbar) outside of your business hours if there are calls waiting in the queue and agent status is available.
  • Outside of business hours: calls will only ring your browser (or Callbar) outside of your business hours (or holiday hours) when status is set to available.
  • Never: calls will never ring your browser (or Callbar).
  • Always: calls will always ring your browser (or Callbar) when status is set to available. 

 

Receive Calls on SIP Phone

In case you have a SIP phone configured you can configure when to receive calls on this device.

  • Only when status is set to available: calls will ring and you can take them in your SIP phone during and outside your business hours, but only when your status is available. When your status is set to away, busy or offline, calls might ring somewhere else, not ring or go to voicemail, depending on your other routing settings configurations.
  • Only during business hours: calls will never ring your SIP phone outside of your business hours.
  • During business hours or if status is set to available: calls will ring and you’ll be able to take them in your SIP phone during business hours, but also outside of business hours, if your agent status shows you as Available.
  • When status is set to available but only during business hours: if your agent status is available, calls will ring your SIP phone during business hours only.
  • During business hours or if there are calls in the queue: calls will ring and you can take them in your SIP phone device during business hours, but calls will also ring your SIP device outside of business hours, in case there are calls waiting in the queue, regardless of your status.
  • When status is set to available but only during business hours or if there are calls in the queue: if your status shows you as available, calls will ring your SIP phone during business hours. But calls will also ring your SIP device if there are calls waiting in the queue outside of business hours, regardless of your status.
  • Outside of business hours: calls will only ring your SIP phone outside of your business hours.
  • When status is set to ‘Offline’ or ‘Away’ but only during business hours: if you change your status to ‘Away’ or log off your Talkdesk account, calls will start ringing your SIP phone and you can still take them if they occur during your business hours.
  • When status is set to ‘Offline’ or ‘Away’: if you change your status to ‘Away’ or log off your Talkdesk account, calls will start ringing your SIP phone and you can take them on this device during and outside your business hours.
  • Never: calls will never ring your SIP phone.
  • Always: calls will always ring your SIP phone.

 

Receive Calls on External Phone

  • Only when status is set to available: calls will ring and you can take them in your external phone during and outside your business hours, but only when your status is available in Talkdesk. When your status is set to away, busy or offline, calls might ring somewhere else, not ring or go to voicemail, depending on your other routing settings configurations.
  • Only during business hours: calls will ring your external phone during business hours (or holiday hours) and never outside of your business hours.
  • During business hours or if status is set to available: calls will ring and you’ll be able to take them in your external phone during business hours, but also outside of business hours, if your agent status in Talkdesk shows you as available.
  • When status is set to available but only during business hours: if your agent status is available, calls will ring your external phone during business hours only (or holiday hours).
  • During business hours or if there are calls in the queue: calls will ring and you can take them in your external phone during business hours (or holiday hours), but also outside of business hours, in case there are calls waiting in the queue.
  • When status is set to available but only during business hours or if there are calls in the queue: if your status shows you as available, calls will ring your external phone during business hours (or holiday hours). But calls will also ring your external phone outside of your business hours if there are calls waiting in the queue and your agent status is available.
  • Outside of business hours: calls will only ring your external phone outside of your business hours (or holiday hours).
  • When status is set to ‘Offline’ or ‘Away’ but only during business hours: if you change your status to ‘Away’ or log off your Talkdesk account, calls will start ringing your external phone and you can still take them if they occur during your business hours.
  • When status is set to ‘Offline’ or ‘Away’: if you change your status to ‘Away’ or log off your Talkdesk account, calls will start ringing your external phone and you can take them there during and outside of your business hours.
  • Never: calls will never ring your external phone.
  • Always: calls will always ring your external phone.

Press 'Save' to apply your settings.

Note: holiday hours, like business hours, respect your routing settings.  For example, if you are closed for New Years but your routing setting is ‘Only when status is set to available’, then an agent’s device will still ring on New Years if that agent is available.

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