Suggested by Denis Jupits – Completed
We have a business scenario that when certain flagged customers are calling, we want level 1 support agents to be able to forward those calls immediately to level 2 support agents without even talking to the customer. The customer should not feel the forwarding happening and these customers shouldn't speak with level 1 agents.
Is there an ability to forward the incoming call to another number without picking it up and talking to the caller?
We understand that there may be a pick-up and forwarding technically done on the backend, but the point is that from customer's perspective it should feel like as if agent 2 is the first person answering the call.
Is there an ability to forward the incoming call to another number without picking it up and talking to the caller?
We understand that there may be a pick-up and forwarding technically done on the backend, but the point is that from customer's perspective it should feel like as if agent 2 is the first person answering the call.
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Thanks for posting your idea to our forum. This is what is known as a deflect, which may be already supported in your configuration. As our teams are working closely together, we'll be sure to address this. Thanks.
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Thank you for posting your idea to our forum. As Communicated by Tony, this can be achieved using the Deflect feature of our softphone.