Setup Call Queues
- Call Queues can be department or location based.
- Departments can be sales, accounting, product support, etc.
- Locations can be geographical.
- Agents can be assigned to different call queues based on department or location or skill.
- Agents can transfer callers to different call queues.
- Call queues work in tandem with IVR settings.
Setup Call Transfers
- Calls can be transferred via the IVR to an outside line or to an internal department.
- Agent can manually transfer the caller to the requested department or external number.
- Caller can be transferred via IVR to multiple external lines.