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Call Forwarding an agent to a non agent phone


I have IPCC Express Standard version 4.5

The receptionist is the only agent for a CSQ and I'd like to add the ability to forward all calls received in the queue to a 'non-agent' phone when the receptionist is away from her desk.

Currently, if she hits the 'cfwdall' key on the phone, the calls stay in the q until she gets back.

Any idea's gratefully received!




Re: Call Forwarding an agent to a non agent phone

What about having a shared line appearance?


Hall of Fame Super Red

Re: Call Forwarding an agent to a non agent phone

Hi Dan,

You cannot Call Forward an Agent DN :) If you do, direct calls to the DN will Forward properly but ICD calls will revert back to the Queue (which is what you are seeing).

Your best bet would be to add the "back-up" people as Agents or have them physically move to the Reception Desk when she is away.

Sorry man!


Re: Call Forwarding an agent to a non agent phone

you can try setting up a hunt list and when she call forward all it goes to the hunt list based on your queue rule for time you setup.

You can add any extension to that list or even add the receptionist Queue number to put call back in queue.

Down side the calls will go to hunt list if the she is there but busy taking calls or many calls in CSQ.

good luck baseer.

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