Redirect a Call

When a queue call rings for too long without being picked up, you can move it elsewhere so the caller isn’t left waiting. From the Queue Panel you can send a still-ringing call to a different extension, to a ring group or queue, or straight to an extension’s voicemail. This page covers each option for calls that are in the Ringing state.

Note

Redirecting queue calls requires the Call distribution management (Redirect, Transfer, Drag and Drop operation) permission. Ask your system administrator to grant it if the actions below are unavailable.

Caution

Redirect only works while the call is still in the Ringing state in the Waiting Calls list (before any agent has answered). If the redirect option does not appear, the call has most likely already been answered and can no longer be redirected from the Queue Panel.

Send a call to another extension

1. In the Cloud Voice App (web or desktop), open Call Center Console > Queue Panel.
2. In the Waiting Calls list, move your pointer over a call that shows the Ringing status.
3. Move the call to an agent using either method below.

Drag and drop

Drag the ringing call onto the agent you want in the Agent panel and release it. That agent’s phone starts ringing.

Right-click menu

Right-click the call and choose Redirect. In the panel that appears, type the extension number and click the redirect button (). The chosen agent’s phone rings.

Tip

Instead of clicking the redirect button, you can click the extension directly in the matching results to hand off the call.

Send a call to an extension’s voicemail

1. In the Cloud Voice App (web or desktop), open Call Center Console > Queue Panel.
2. In the Waiting Calls list, point to a call in the Ringing status.
3. Right-click the call and choose Redirect.
4. Type an extension number to look up the user.
5. In the matching results, click the voicemail icon () for that extension.

The call drops into the extension’s voicemail box, where the caller can leave a message.

Send a call to another ring group or queue

1. In the Cloud Voice App (web or desktop), open Call Center Console > Queue Panel.
2. In the Waiting Calls list, point to a call in the Ringing status.
3. Right-click the call and choose Redirect.
4. Type the ring group number or queue number, then click the redirect button ().

The system routes the call to the ring group or queue you entered.