On-call Router Basic
Last updated
Last updated
For companies that offer on call services to their customers it is quite a hassle to configure an on call schedule in their PBX. The On-call Router Basic app solves this issue quite easily.
After installing the app configure your agents and planning in the Content section of the platform.
Using this approach even users without the right to edit your flows can change the on-call schedule of your agents.
In order for the router to work the system must know which agents there are to whom it can route the call. The on-call agents can be configured in the Content section.
Go to Content in the left menu, then open the On-call Phonebook
Click on the Add button to add an agent to the phonebook.
| Property | Description |
|---|---|
Name | The name of the agent |
Extension | The app will forward to this extension in case the agent is on-call |
Phone number | To determine whether the incoming call is from a customer or an agent |
Optional forward | By default the app will forward to the extension. If that is not desired, use this field to provide the correct forward. |
By registering your agents in the phonebook, the app can do two things:
It can route incoming phone calls towards the agent that is currently on-call.
When an agent calls towards the same app, it allows them to set themselves as the current on-call agent.
When setting yourself as the on-call agent via the app, you will be on-call until the start of the next shift in the On-call Schedule.
When the agents are configured we can configure the schedule. This will help the system to know when to route the call to which agent.
Go to Content in the left menu, then open the On-call Schedule
Click Add to create a new entry in the schedule
| Property | Description |
|---|---|
From | The date and time at which this schedule becomes active |
Route to | The bot will route the call to this agent |
The system always searches for the schedule that is closest to the current date time.
