Redirect a Call

When a queued call rings for a while without being picked up, you can send it somewhere it will be answered sooner. From the queue panel you can redirect a ringing call to a different extension, to a ring group, to another queue, or straight to an extension’s voicemail. The steps below cover a call that is still in the Ringing state.

Note

Redirecting queue calls requires the Call distribution management (Redirect, Transfer, Drag and Drop operation) permission. If the option is missing, ask your system administrator to grant it.

Redirect a call to an extension

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 whose status is Ringing.

3. Send the call to an agent using either method below:

   • Drag and drop. Grab the call and drop it onto the agent you want in the Agent panel. That agent’s phone rings.

     

   • Right-click. Right-click the call and choose Redirect. In the panel that opens, type the extension number and click the redirect icon . The agent’s phone rings.

     Tip

     You can also click a matching extension directly in the search results to hand the call off.

     

Redirect 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 whose status is Ringing.

3. Right-click the call and choose Redirect.

4. Type an extension number to look up the user.

5. In the search results, click the voicemail icon next to the user.

   The call goes to that extension’s voicemail, where the caller can leave a message.

   Tip

   Sending a ringing call to voicemail is a good option when no agent is free. The caller leaves a message instead of waiting in the queue, and the extension user can follow up later.

   

Redirect 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 whose status is Ringing.

3. Right-click the call and choose Redirect.

4. Type a ring group number or a queue number, then click the redirect icon .

   The system routes the call to that ring group or queue.

   Note

   A ring group is a set of extensions that ring together, and a queue is a waiting line that hands callers to agents in order. Redirecting here re-enters the call into that group’s ring or that queue’s wait, so the caller may ring more members or wait again before someone answers.