Configure Offline Routing for a Call Queue

The following article outlines how to configure offline routing for a call queue.

Office Manager Access to Manager Portal or higher

1. 1

   Log in to the Manager Portal

2. 2

   Navigate to Call Queues

   

3. 3

   Click on the queue that is being configured

4. 4

   Navigate to Pre Queue Options and set Require agents to Yes

   

5. 5

   Click Save

   

1. 1

   Navigate to the Users

   

2. 2

   Deselect Hide System Users

   

3. 3

   Select the extension of the call queue and open Answering Rules

   

4. 4

   Click the pencil icon to edit the Default answering rule

   

5. 5

   Select the When offline checkbox and enter the extension, device, or phone number you wish to forward to.

   NOTE: When forwarding to a phone number, the 10 digit number will show the PBX's caller ID and the 11 digit number will show the caller's caller ID

   

6. 6

   Click Save

   

1. 1

   Navigate to Inventory

   

2. 2

   Update all phone numbers going to the call queue to use a Treatment of User. If the Treatment is set to Call Queue, the offline routing will not be respected

3. 3

   Click Save