Once you log into the Portal
You will need to go to Configuration and Service Account and Configure
Then Scroll down to Call Settings and you will see Answer Mode and Select Answer Mode required for the agent
Options
Ring Forward and Voicemail - This is when it Rings the Agent for the allocated time set and then follows the forward rules if applied and then go to voicemail when direct calls come into them
Ring then Forward - This is when it rings the agent for the allocated time set then follows any forwarding rules if applied
Ring then Voicemail - This is when it rings then agent for the allocated time set and then go to Voicemail
Forward then Voicemail - Then is when it following forwarding rule set on the agents account and if they are unable goes to voicemail which can be listen or emailed to the agent who has missed the call
Ring Only - When a direct call comes in this will only ring the agent and then the call will cut off
Forward Only - When a direct call comes in this will forward any forward rule set on the agent account
Voicemail Only -When a direct call comes in this will go straight to voicemail
Reject - When a direct call comes in this will be rejected and the customer or candidate will not able to reach the agent directly
Then Click on Save Changes
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