How to add a direct route to an employee

There are two ways to implement a direct line to your employees. The decision which one you take depends on whether your employees use a SIP enabled phone (softphone or hardphone connected) or are using a Browser Phone. Choose which one applies to you:

The Transfer module: an easy way to forward calls

It's very simple to setup call forwarding if this option applies to your use case. Under Applications create a new Module. The type should be "Transfer". 

 

 

We suggested naming the Module after the employee whose number it is forwarding (see the example to the left) 

   

 

The rest is very easily set up: under the tab "App" and Number enter the number the call should be forwarded to (so if you are using SIP, the Number should be the SIP-ID).

If you want to show the number of the call, enter the expression {call.from.number} under Display-As.

The Timeout defines the time the your employee has to pick up the phone.

Of course, you can add any After Flow, like a voicemail or a queue. That's all up to you. 

Connect the number to the App module, DONE! Your employee doesn't even have to have a babelforce User so you can maybe even achieve this with a basic babelLite plan. Get in touch with us for more information.

Direct line for agents using Browser Phone

If your employees use Browser Phone, you need to take a few more steps, but it's working just as smoothly. However, each agent will have to have a babelforce user and you need to be on babelFlex plan.

Create a trigger like this:

Then use the trigger in a dedicated direct queue to make a selection of that agent/user - the selection will look like this:

 

Then in applications, create the call flow and use that queue within a queue flow module.

In the simplest case, you route the number directly to a Queue Flow module. In this module, you choose the queue with the direct agent/user selections. If a call comes in to the number you defined in your trigger, it will start ringing at the user's phone number or softphone.

 

 

 

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