Departments
A Department can be used to distribute calls to a group of Agents.
To add a department, follow these steps:
- Click on the Services tab on the side navigation.
- Click Departments.
- A list of all the departments appears along with the relevant details.
- Click on Add Department in the top-right corner.
- Enter the General Details as per the fields described below.
| Field | Description |
|---|---|
| Name | Enter the name of the department. |
| Description | Enter the description of the department. |
| Ring Strategy | When a customer dials an extension, there are several strategies through which calls can be distributed to agents. Simultaneously: Call rings and hits every agent's desk phone simultaneously. Order by: Call rings agents in a particular sequence. Random: Rings agents one-by-one in no particular sequence. Round Robin: Rings agent who is next in a pre-decided order. Longest Wait Time: Rings agent who has waited for the longest to take call. |
| Music on Hold | Play a recording of music or speech when an incoming call is placed on hold. Note: In order to make a system recording to be used as music on hold, click the Select an action dropdown button (next to that system recording) and click Mark Music on Hold File . |
| Missed Call SMS | Select the SMS template for missed call alert. |
| Use it as Queue | Select yes or no for queue functionality. |
| Transcription | Enable to create transcriptions of call. |
| Agent | Choose the agent created in step 1. |
| Ring Timeout | Duration after which call gets forwarded to Failover. |
| Failover Destination | If an agent is unavailable, the call gets forwarded to a destination. |
| Failover Missed Call SMS | A destination where failover SMS will be sent. |
- Click Add Entry, if you want to add more agents. Click Save.
Checkout the below video to know how to change ring strategy for a department:
Updated 2 months ago