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Call Transfer to a Night Service Number
According to the night service number and time period configured on the attendant console client, the system will automatically transfer calls to the night service number during that time period, regardless of whether there are agents online.
During the night service period, the priority of transferring calls to night service is higher than other processing methods configured on the BMU. For example, when all agents configured on the BMU exit, they will be forwarded to the VU. During the night service period, new calls will also be prioritized and forwarded to the night service, rather than to the VU.
Call Processing When All Agents Are busy
When all agents are busy, new incoming calls can be processed in one of the following ways:
ϒ⁄Leave unprocessed
New incoming calls cannot be connected.
ϒ⁄Transfer to a VU
New incoming calls are not added to the waiting queue and are directly transferred to a VU.
ϒ⁄Transfer to a night service number
New incoming calls are not added to the waiting queue and are directly transferred to a night service number.
ϒ⁄Wait in the queue
New incoming calls are added to the waiting queue.
ϒ⁄Queue and transfer to a VU upon timeout
Call Processing When All Agents Show Busy or Sign Out
When all agents show busy or sign out, new incoming calls can be processed in one of the following ways:
ϒ⁄Leave unprocessed
ϒ⁄Transfer to a VU
ϒ⁄Transfer to a night service number
Queue Adjustment
New incoming calls in the queue are sorted by calling time. Attendants can adjust the incoming call sequence in the queue in either of the following ways:
ϒ⁄Double-click an incoming call in the queue. Then, the call is moved to the top of the queue. When an agent is idle, the call is preferentially answered.
ϒ⁄Directly drag one or more incoming calls to a specified location in the queue.
Parent Topic: Automatic Call Distribution