Agents who have Voice enabled have the option to forward all calls they receive in the helpdesk to a personal phone number or SIP address. Each Agent can set up their own forwarding number.
Once a forwarding number has been set up, it means that when a call rings through to you on the helpdesk, it will also ring the additional phone number that you have added. This can be useful if you are working away from the office, or have another desk phone or mobile that you would prefer to continue using.
To enable forwarding, click on the Voice phone icon to open the call interface, and then click Settings > Call Forwarding. When you are online & have forwarding enabled, the Voice icon in the header appears green with a blue arrow.
Only Agents who have Call Forwarding permissions turned on will be able to view the options in the Voice drop-down below. If you cannot see this option but wish to use it, speak to your helpdesk Admins.
If you only want call forwarding turned on when you are away from your desk, you can enable the Only forward calls when I am not logged-in to the helpdesk toggle. This will ensure that calls will only ring your chosen forward number when you do not have an active session in the helpdesk.
If at any point you don't need call forwarding to be active, simply toggle the Enable Call Forwarding switch off. Alternatively use the Forwarding tick box located underneath your calls status. Your forwarding number will remained saved for you to re-enable this later if you'd like.
If your Admin has not enabled Forward Machine Detection, the voicemail on your forwarding number may conflict with the regular handling and queuing of calls in Deskpro.
The system cannot know if you answered the call on your forward device, or if your voicemail answered the call. If the user is routed to the forwarding device's answerphone, this will disrupt the helpdesk's call routing system as the call will be considered answered, thus the user will not be routed to an available Agent.
There are measures you can take to help prevent any forwarding conflict:
- You are able to choose the maximum number of seconds your forwarding device is rung for. We recommend that you set this time to be shorter than your device's voicemail timeout.
- On some devices, explicitly declining a call may send the User directly to voicemail immediately. You should avoid declining calls on such devices.
- Calls are forwarded from your helpdesk Voice phone numbers. Some devices/providers may allow you to disable voicemail for these specific numbers.
See Call Forwarding for more in-depth information.
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