Enabling Call Forwarding

Allowing an Agent use of call forwarding means the Agent can set all their calls to be forwarded to their chosen forwarding device.

This feature can be useful if you still want to use desk phones, or if Agents work off-site and require their helpdesk calls to forward to their mobile.

Individual Agents' use of the call forwarding feature is controlled by Admins. Admins must go to Agents > Agent profiles and enable the permission to give Agents access to call forwarding.

Agent Forwarding

Agents who have forwarding permissions can turn on forwarding from within the Settings tab of the Voice drop-down menu in the call interface.

Agents will be able to setup call forwarding to either their chosen phone number or SIP address. For more information on Agent Forwarding settings, see the  Forwarding Calls of the Agent Guide.

Agents using call forwarding whilst logged in are able to use the majority of the in call controls. For more information please refer to Agent Guide Call Forwarding

Forwarding Machine Detection

When calls are forwarded to another device, the Voice system cannot differentiate between the Agent answering the call or the device's answerphone 'answering' the call.

In a situation where a User has rung a call queue and the call has been routed to an Agent using forwarding. If the forwarding device's answerphone is triggered, this will result in the User not being routed to the next available Agent and the call being incorrectly recorded as answered in the call logs.

Forwarding Machine Detection is a setting that can be used to help prevent calls being inadvertently removed from a call queue when an Agent misses a call on their forwarding device.

You can enable Forwarding Machine Detection in the General Settings area.

When enabled, the system detects the caller is being routed to the Agent's personal answerphone and redirects them to the next available Agent or the helpdesk answerphone.

The use of this functionality does incur a charge per forwarded call that is answered (Agent or answerphone). For busy or failed calls, no charge is applied.

Please refer to the Voice pricing page for more details.

An alternative way to handle this scenario is for Agents to set the Forwarding Ring Time within their personal forwarding settings.

To avoid callers being directed to Agent's personal answerphones, Agents should set their maximum forwarding ring time to be shorter than the ring time of their forwarding device (e.g. mobile).