Agents may not be available at their desk the entire time. To enable agents to take calls from their phone, you can use the call forwarding option. This means that agents don’t have to be at their desks always to receive phone calls. You can also ensure that calls are not missed due to the non-availability of agents at their desks.
Feature name: Call forwarding
How to setup: Click on the status icon available next to your profile picture and set it as ‘Forward to phone’
Solves for: Missed calls, Mobility