How to set up call forwarding
Call forwarding makes it possible to handle calls that occur when an agent is absent or outside of your telephone reception hours.
Several types of call forwarding are possible, whether temporarily, in the event of no answer or permanently.
You can forward to a colleague's line or to an on-call line.
To set up call forwarding, you must first create a call scenario.
To do this, go to the “Settings” menu > “IVR & call scenarios”
In a new scenario, add the action “Transfer”
In the configuration of the transfer action, you will be able to define a condition and choose to which number you wish to forward the call.
Send my calls to an on-call line
In this example, we are going to assume that your offices close at 6:00 p.m.
An on-call line takes over from 6 p.m. to 8 p.m. Monday to Friday.
In the transfer action, you will define a condition of days and times based on the on-call schedules then select the number of the line concerned.
This action will work as long as you don't stop the forwarding condition.
Forward my calls for a specific day
In this example, we will assume that a service is exceptionally closed for one day.
In the transfer action, you will define the date of absence and the number to which calls will be made on this day.
This action will only work on the defined day.
Forwarding my calls during an exceptional period
In this example, we'll assume that an agent is on summer vacation from July 1 to July 31.
In the transfer action, you will define the period of absence and the number to which calls will be made on this day.
This action will only work on the defined period.