Calling configuration allows you to define your preferences for inbound and outbound calling.
- Head to 'Settings'
- 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)
| Message | When used |
| Welcome | As soon as the call connects |
| Queuing | This repeats while the call is queuing |
| Voicemail | The call connects to voicemail |