In This Article:

We will explain how to call an extension within the Agent Interface.

If you have a desk phone that is registered in-house, you can use it to dial the extension to call them directly. In that case, you do not need to go through the steps below.

Before you Begin:

Please note that there is a limitation that can be best explained by a large conference room.

• The Agents connect to incoming calls in a Queue-based system.
  • You will call into a Queue and wait in line until someone picks up.
  • If the Agent is not ready or is on another call, then you will go to voicemail.

• The steps below will show how to remain in the Queue instead of going to voicemail.
  • You can then change the User Queue to send the person to voicemail after waiting for a set amount of time.
• We can send a call to the extension from a DID number.
  • To call an agent's extension, we will need to first add a DID to attach to the extension.
    
    

  • Note: If you need to purchase DID numbers, please contact our Support Team.

    • Clicking this link will open our Support Request page. To learn more, see: Creating a Help Ticket.

Configuring an Agent's Extension

1.) Click the Account main menu.

2.) Click the Inbounds Numbers menu option.

The Manage DIDs page will open.

3.) Find your new DID in the list.

4.) Open the settings by clicking on either the phone number or Edit in the Action gear-wheel icon drop-down.

The Inbound Number page will open to the General tab.

5.) Configure Route Call To:

• A: Select Extensions from the drop-down.
• B: Select the User to bind to in this drop-down.

6.) Scroll down and click on Apply Changes button at the bottom.

Note: When you are calling from a mobile or landline, then you will not need to make the changes below.

7.) Scroll back up and click the View Extension button.

The Extension Settings page will open.

8.) Scroll to the bottom for Voicemail Destinations. Configure your Destination settings for Call Center Queues.

Note: Please make sure you have the correct Queue when adding Destinations.

• Fields A, C, and E signify the destination type, in the image example, Call Center Queues.
• Fields B, D, and F are for choosing the specific Queue that each unanswered Status will send the calls.

9.) Click the blue Apply Changes button.

We recommend checking the Max Wait Time Settings and After Hours Settings regarding each of your chosen Destination Queues.

10.) Click View Call Center Queue as a shortcut to the specific Queue Settings page.

The Queue Settings page will open.

11.) Click the Call Routing tab.

12.) Scroll down to the Max Wait Time Settings section, to see the maximum amount of time calls can be waiting on hold before going to Voicemail. In the image example, it is 360 seconds.

13.) Make changes if necessary.

14.) Click the Apply Changes button in the bottom-right.

15.) Click the After Hours Settings tab.

• Here, you can see the current Time Zone and Business Hours settings.

16.) Make changes, if necessary.

17.) Click the Apply Changes button in the bottom-right.