Symptom / Need

You need calls to be automatically forwarded to another number when an agent is unavailable or unable to answer the call.

Context / Scenarios

Call forwarding, known as Followagent, is useful in the following cases:

• The agent works remotely and needs to receive calls on his mobile phone or another extension.
• Service continuity must be guaranteed when an agent is not connected.
• A supervisor wants to ensure that calls are not lost when an agent is unable to answer them.

Answer (Solution/Recommendation)

To set up call forwarding (Followagent) in wolkvox Manager, follow these steps:

• Enter wolkvox Manager and in the left side menu select Agents & Skills > Agents.
• Locate the agent you want to set up call forwarding for. You can use the search field by entering their agent ID or name.
• Right click on the agent and select the "Edit Agent Information" option.
• In the pop-up window, go to the Basic Information tab.
• In the Follow Agent field, enter the phone number to which calls will be forwarded when the agent is unavailable.
• Click "Save" to apply the changes.

💡 Note: Make sure to enter a valid number for forwarding and verify that the settings comply with your operation's policies.