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 don't really need to go through the steps below.)
Before going through the steps, please note that the system has a limitation that can be best explained by a large conference room. The agents connect to incoming calls in a queue based system. In this environment, you will need to call into a queue and wait in line until someone picks up. If that person is not ready or on a call, they are on hold and therefore, they cannot pick up on 2 different calls at the same time.
Usually, when this happens, the person calling in will go to a voicemail. The steps below will show how to remain in the queue instead of sending to voicemail. (You can then change the User Queue to send the person to voicemail after waiting for a set amount of time.)
What we can do is send a call to the extension from an inbound DID number.
To call an agent's extension, we will need to first add an inbound DID number to attach to the extension.
Once you have the inbound DID number, go to Inbound Numbers.
Once there, check your new DID and go to the settings.
You can see that there is a section called Route Call To:
Select Extensions and select the User to bind to.
Click on Apply Changes.
Afterwards, you can go to View Extension to move to the next step.
To make sure the agent always gets a call, we can send the call to the user queue.
(When calling from a cell or a land line, you won't need to change this but, if you do, you'll need to change it all.)
From the Extension Settings, go to the very bottom.
You can see that there are Voicemail Destinations.
You will need to set the destinations to Call Center Queues and send it to the agent or the general queue.
Please make sure you have the correct queue when adding destinations.
When you do this, it will go to the queue of the agent or general.
If this is the case, please make sure to go into those settings and make sure how the settings are set for hold times and after hours settings.
In the screenshot below, you can see that when the call drops into this queue, after 360 seconds, it will go to a voicemail.
You will also need to check on the hours of operation for this queue by going to the After Hours Settings.