Calling configuration allows you to define your preferences for inbound and outbound calling.
Head to 'Settings' in the left-hand menu
Select 'Calling'
Then 'Configure'
Make the changes needed
Select 'Save'
General settings
Setting
Meaning
Send all calls to voicemail
All calls received will go to voicemail
Distribute calls to all online agents
All calls received will go to an agent if they're online
Route all inbound and outbound calls to agents' phones
If the agent is online, but doesn't have a 'soft phone', calls will redirect to their mobile phone
Play ringing sound for incoming calls
A sound will play in the agent's headset when receiving a call
Send incoming calls to voicemail if no agents are active
If no one's available, calls will go straight to voicemail rather than being placed in a queue
Incoming call source
If the system doesn't recognise the caller's number, it will create a new application with the source you select from the dropdown. If you need to add a new source, you can do this in Settings/Applications/Sources.
Redirecting
Setting
Meaning
Redirect to number when no agents are online or busy
All calls will redirect to the number you enter when no one is available
Number of seconds to wait before redirecting call if agents are online but do not pick up
Calls will remain in the queue until redirecting for the number of seconds selected. If you leave this blank, calls will remain in the queue until answered if agents are online.
Redirect all incoming calls
All incoming calls will be redirected to the number you enter, regardless of whether agents are online
Expiry
Setting
Meaning
Send incoming calls to voicemail
If a call is in the queue and hasn't been answered, it will be sent to voicemail after the number of seconds you select
Agent inactivity
If an agent is inactive for longer than the selected time (minutes), calls will be sent to voicemail
Reserve incoming calls for assigned agent
This is the number of seconds calling an agent before trying the next available person. If the number is recognised against an application, it will try the assigned user first if they're available.
Auto calls
Setting
Meaning
Auto call expiry period
How long the auto call alert shows in the contact centre pane (seconds)
Show auto calls to the assigned user only for how long
How long the auto call alert shows to the assigned user in the contact centre pane (seconds). If the time period you select ends, the auto call alert will shown to all users.
Custom messages
You can either select:
Text to speech
Your own audio file (each file should be MP3 format and under 8MB)