What is the functionality of Default Call Routing in the Contact Center app?

Updated on September 17, 2021 05:52AM by Admin

Using the Default Call Routing feature in the Contact Center app, you can set the default call routing of incoming and outgoing calls through mobile or computer before creating an employee. If you select an “Allow employee to decide” option, the employee can decide while attending incoming calls through mobile or computer.

Steps to configure

  • Log in and access the Contact Center app from the universal navigation bar.
  • Select Settings from the App Header.
Contact Center app
 
  • From the Settings page, click on the Contact Center → Default Call Routing from the left navigation panel.
Default call routing
 
  • You can view Route Incoming call through and Route Outgoing call through sections with three options i.e, Mobile, Computer, and Allow employee to decide.
  • Mobile - An Employee can attend incoming calls and can make outgoing calls through the mobile.
  • Computer - An employee can attend incoming calls and can make outgoing calls through the computer.
  • Allow employee to decide - While making calls and while receiving calls an employee can decide to choose to make or attend the calls through mobile or computer.
  • Before creating an Employee you have to choose any one of these options. So, that particular employee can make or receive calls based on the option you selected. For instance, select Mobile for both incoming and outgoing calls.
Select mobile
 
  • Now, on the Employees app, create an Employee with the name Gary and click on the Create button.
Create button
 
  • Now, access the Contact Center app, from the Settings page, click on the Contact Center → Agents from the left navigation panel.
  • You can view an employee Gary on the dashboard.
  • You can view the mobile option under the incoming and outgoing call routing columns.
  • So that Gary can make and attend calls only through mobile.
Employee gary
 
  • If you want to change an agent's incoming and outgoing call routings, you can change them here.
Changing option