8.5.20 Forward options
The following options to forward calls in case calls are not answered in time or no agents are available, are offered:
When Forward is enabled, calls will be forwarded to the Forward to destination when the call limit is reached and all positions in the queue are filled by callers or when the forward timer is expiredWhen If no agent is logged in is enabled, calls will be forwarded to the If no agent is logged in destination when there are no agents logged into the queueForward to
By default, call forwarding is disabled and the Forward option is set to Cancel forward. To enable call forwarding, select Busy/no answer forward.
Enter an extension or telephone number in the Forward to field to specify the destination to which calls from this queue should be forwarded. You can specify multiple numbers by entering them separated by semicolons. Forwarded calls will then ring simultaneously on all destinations.
Enter the maximum time in seconds in the Forward timer field that a caller should be in the queue before being forwarded to the forwarding destination.
It is recommended to set the forward timer at least three times longer than the ring timeout to ensure that calls are at least offered three times to available agents before they are redirected.
Individual Forward Option
The Individual forward option determines whether an agent’s personal forwarding settings should be applied when a queue call is offered to them.
By default, the option Individual forward is disabled. When disabled, calls from the queue will not follow any of the agent’s personal forward settings. If the agent does not answer the call, the call will return to the queue and be offered to the next available agent.
When Individual forward is enabled, calls offered to an agent will follow that agent’s personal forward configuration. For example, if the agent has set up an unconditional forward in their REACH settings, all queue calls offered to that agent will be forwarded accordingly. Likewise, if the agent is busy or does not answer, the call will be forwarded based on the agent’s forward on busy or forward on no answer settings.
Enabling the Individual forward option can interfere with the queue’s distribution strategy and may lead to unexpected behavior. Use this option with caution.
If no agent is logged in
To avoid that callers are waiting in the queue while no agents are logged into the queue, the option If no agent is logged in can be enabled. To enable this option, activate the checkbox and select the destination to which the callers should be forwarded when there are no agents logged into the queue. The destination can be any extension or telephone number. You can specify multiple numbers by entering them separated by semicolons. Forwarded calls will then ring simultaneously on all destinations.