Calls: Support routing fallback & round-robin distribution for incoming calls
in progress
Suhana Hamzah
Business problem:
- As a user, I want incoming calls to be routed more reliably so contacts can still reach an agent when there is no assigned agent yet, or when the assigned agent does not answer
- Currently, calls from unassigned contacts may ring broadly, while calls from assigned contacts depend heavily on the assigned agent answering
- As a result, incoming calls can still be missed even when other agents may be able to help
Desired outcome:
- Support fallback routing when the assigned agent does not answer, or when there is no assigned contact
- Support round-robin distribution so incoming calls can be distributed more evenly across agents
- Allow teams to configure routing based on how they want calls to be handled
Use cases:
- A sales team wants calls from new or unassigned contacts to be distributed more evenly so leads are less likely to be missed
- A support team wants another agent to be able to answer when the assigned agent does not pick up
- A team wants incoming calls to be routed in a more structured way instead of relying only on broad ringing
Current workaround:
Not available - current call routing either rings broadly for unassigned contacts or depends on the assigned agent answering
N
Nabilah Binti Salleh
Merged in a post:
Allow managers and owners to restrict calls they recieve.
N
Niels Haverkate
Current situation:
When I work within a workspace of a client I need to set my postion to at least manager.
Only this allows me to test and setup workflows or check the permitions for users.
Problem:
Whilst doing so I regularly recieve call notifications for calls to my client.
These are calls my client loses as I am unable to handle them.
Proposed solution
Allow Owners and perhaps managers to set for them selves whether they do or do not recieve calls. Preferably in the form of a similar setting to the one that can be set on Agents. (Restrict Calls Capabilities)
It would also be useful to create an Organisation or Workplace level setting whether managers may change this and possible future settings for them self.
N
Nabilah Binti Salleh
updated the status to
in progress
N
Nabilah Binti Salleh
updated the status to
planned
N
Nabilah Binti Salleh
Merged in a post:
Problem: Call Assigned But Assignee is Not Picking Up
I
Iaroslav Kudritskiy
Business Problem:
- the user sets up assignment logic
- incoming call rings for the assignee
- the assignee does not pick up for some reason
- the business needs a way to either prevent this or some time of fallback mechanism that would allow a call to be reassigned after some number of rings
N
Nabilah Binti Salleh
Merged in a post:
Allow call assignment specified to user/team
Chancery Chen
Currently, we want to route new contact calls to specified user/team but not able to do so.