🔧 How-to Guides
🎛️ Operator Panel User Guide
📞 Calls Management
🔀 Redirect an Incoming Call

🔀 Redirect an Incoming Call

If a call has not been answered for a long time, in order to save the caller's waiting time, you can redirect the incoming call to another extension, ring group, queue, or extension's voicemail. This topic describes how to redirect an incoming call.

Prerequisites

  • To redirect extension group members' incoming calls, Call distribution management (Redirect, Transfer, Drag and Drop) permission is required.
  • The operation of redirecting an internal call belongs to a destination list, displayed by default in the Inbound panel and dynamically listed if the IVR menu permission is triggered.

Procedure

  1. On the Inbound & Internal Calls panel, hover your mouse over a call that is in Ringing status.
Redirect an Incoming Call
  1. Drag the call and drop it on a desired destination in the Extension list.
  • The selected destination will receive an incoming call.

Redirect an incoming call to a ring group

Redirect Call to Ring Group

Redirect an incoming call to a queue

Redirect Call to Queue

Redirect an incoming call to a group voicemail

Redirect Call to Group Voicemail

Redirect an incoming call to an extension's voicemail

Redirect Call to Extension's Voicemail
  1. Right-click the call, click Redirect and select a redirected party.
  2. In the pop-up panel, enter the destination and click OK.
  3. The system will route the selected call to the respective call queue, ring group, or voicemail.

You can also click the extension user from the matching results to redirect the call.

📞 Pick up an Incoming Call🔄 Transfer a Call