Forced Forward

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Forced Forward

You use this section to configure the call center to temporarily divert new incoming calls to a different route independent of the Night Service route. Forced Forwarding does not affect calls already in the queue. This is only available for Premium Call Centers. To enable:

    1. Click on Call Center Routing Policies from the left-hand navigation.
    2. Select On or Off.
    3. Define where you would like calls forwarded. In the Calls Forward to phone number field and enter the number. Check here to allow feature access codes to configure forced forwarding.
    4. Check here to have an announcement is played before forwarding. Then select the announcement. Choose from the following options:
        1. Select the Default option to play the system default announcement.
        2. To play announcements from a URL, choose the URL option and enter up to four URL addresses.
        3. To add a custom announcement, select the Custom option and choose a file from the drop-down menu. Please see guide on custom greetings.
    5. Click Save.
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