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Call Routing

Using Freshcaller

  • 2 Posts
  • 1 Reply
2 Posts
N
Apprentice
NandoSousaApprentice
asked in Call Routing
Routing in freshcaller

Hello everyoneI am faced with the following challenge.I have two phone numbers (let's call them A and B) in the freshcaller and I would like that when phone number B is called, this call is prioritized over all other callers and there is a message, for example with a popup.do you know a possible solution or alternative?thanks

401
Jeff.Nicholson
Community Debut
11 months ago
Z
Apprentice
zeizenbergApprentice
asked in Call Routing
Call to agents not working as configures

I have the following setup:4 support engineers assigned to a group called “Tech Support”, all with the role=Agent and all have access to ticket, phone and chat channels.I am  setup as account admin. I am not assigned the role of Agent and I am not part of the Tech Support group.When a caller calls our help desk number we see the following behavior across 3 scenarios related to the  FreshCaller Call config:when “Caller will be attended by”=specific agent, the specific agent gets the call, which is expected when “Caller will be attended by”=All Agents, all agents gets the call, I do not get the call which is expected as i do not have the role of agent in my profile When “Caller will be attended by”=Tech Group”, NONE of the Agents assigned to the group get the call, whereas I who is not assigned to it, actually do get the call! This is not expected! this is also the preferred scenario as we have agents assigned to other groups and they should not be getting calls targeted for tech support

360
Z
Apprentice
1 year ago

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