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Configure Offline Routing for a Call Queue

Written by Marissa Orsini

Updated at June 12th, 2023

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Table of Contents

Scope Requirements Enable Require Agents Option Configure System User Update Call Routing

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

  1. Log in to the Manager Portal
  2. Navigate to Call Queues
  3. Click on the queue that is being configured
  4. Navigate to Pre Queue Options and set Require agents to Yes
  5. Click Save

Configure System User

  1. Navigate to the Users
  2. Deselect Hide System Users
  3. Select the extension of the call queue and open Answering Rules
  4. Click the pencil icon to edit the Default answering rule
  5. 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
  6. Click Save

Update Call Routing

  1. Navigate to Inventory
  2. 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
  3. Click Save
offline routing call queue

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