The “Send Call” function is used to route calls from one agent or extension to another. This is useful when transferring calls, directing them to specific agents, or managing the flow of inbound/outbound calls.

To (Enter Agent)

• Description: The “To” field specifies the agent or extension that will receive the call.
• Purpose: This field allows you to route the incoming call to a specific agent or department. The call will be directed to the agent you specify here.
• Input Example:
  • Agent: “Agent 101”
  • Extension: “Extension 305”

From (Enter From Agent)

• Description: The “From” field identifies the agent or extension from which the call originated.
• Purpose: This helps track the call’s journey, and it can be used for reporting, analytics, or forwarding purposes.
• Input Example:
  • Agent: “Agent 102”
  • Extension: “Extension 404”

Last Destination

• Description: The “Last Destination” defines where the call will be sent if it is not successfully answered by the assigned agent or extension.
• Purpose: This serves as a fallback route. If the primary agent is unavailable or the call is not answered within a predefined timeout, the system will route the call to this destination. It can be another agent, a voicemail box, or a different department.
• Options:
  • Extension: Route the call to a specific extension.
  • Record: calls to be sent to a recorded voice (voicemail) when an agent is unavailable
  • Queue: Place the call in a queue if all agents are busy.