Redirect an Incoming Call

When a call keeps ringing without anyone picking up, you can move it somewhere it will be answered rather than leaving the caller on hold. From the Operator Panel you can redirect a live ringing call to a single extension, a ring group, a queue, a group voicemail box, or an individual extension’s voicemail. Each destination is covered below.

Before you begin

The redirect actions depend on the permissions assigned to your Operator Panel account:

• Redirecting the incoming calls of members in your extension groups requires the Call distribution management (Redirect, Transfer, Drag and Drop operation) permission.
• Redirecting an inbound call that has reached an IVR (Interactive Voice Response, the automated “press 1 for sales” menu that answers callers) but not yet landed on a destination requires the Route calls directly from IVR regardless of the IVR menu permission.

Note

Every procedure below starts from the Inbound & Internal Calls panel, and the call you want to move must be in the Ringing state.

Caution

Redirecting moves a live caller the moment you release the drag or confirm the redirect, and there is no undo. Drop the call on the correct tile: releasing it over the wrong extension, ring group, or queue sends the real caller there instead.

Redirect a call to an extension

There are two ways to hand a ringing call to a specific extension user.

Drag and drop

1. On the Inbound & Internal Calls panel, point to the call that is ringing.
2. Drag the call onto the target extension in the Extension list and release it.

That extension immediately starts ringing.

Right-click menu

1. On the Inbound & Internal Calls panel, point to the ringing call.
2. Right-click it, choose Redirect, and pick the party you want to send it to.
3. In the panel that opens, type the extension number and click the redirect button .

The extension begins ringing.

Tip

You can also click a user directly from the matching results to redirect the call in one step.

Redirect a call to a ring group

1. On the Inbound & Internal Calls panel, point to the ringing call.
2. Drag the call onto the ring group you want in the Ring Group list and release it.

All members of that ring group start receiving the call.

Redirect a call to a queue

1. On the Inbound & Internal Calls panel, point to the ringing call.
2. Drag the call onto the queue you want in the Queue list and release it.

The queue’s agents start receiving the call.

Redirect a call to a group voicemail

1. On the Inbound & Internal Calls panel, point to the ringing call.
2. Drag the call onto the group voicemail you want in the Group list and release it.

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

Redirect a call to an extension’s voicemail

1. On the Inbound & Internal Calls panel, point to the ringing call.
2. Right-click the call and choose Redirect.
3. In the panel that opens, type an extension number to look up the user.
4. In the matching results, click the voicemail icon to send the call there.

The call is routed to that extension’s voicemail so the caller can leave a message.