Configure Offline Routing for a Call Queue
Written by Marissa Orsini
Updated at June 12th, 2023
Table of Contents
Scope
Intended Audience: All Users
The following article outlines how to configure offline routing for a call queue.
Requirements
Office Manager Access to Manager Portal or higher
Enable Require Agents Option
- Log in to the Manager Portal
- Navigate to Call Queues
- Click on the queue that is being configured
- Navigate to Pre Queue Options and set Require agents to Yes
- Click Save
Configure System User
- Navigate to the Users
- Deselect Hide System Users
- Select the extension of the call queue and open Answering Rules
- Click the pencil icon to edit the Default answering rule
- Select the When offline checkbox and enter the extension, device, or phone number you wish to forward to.
NOTE: When forwarding to a phone number, the 10 digit number will show the PBX's caller ID and the 11 digit number will show the caller's caller ID
- Click Save
Update Call Routing
- Navigate to Inventory
- Update all phone numbers going to the call queue to use a Treatment of User. If the Treatment is set to Call Queue, the offline routing will not be respected
- Click Save
