Voice

Call Bridging

Call Bridging uses a call service to connect the visitor and agent automatically. Calls can be connected in two ways: 1) the visitor is called immediately and put on hold until an agent accepts the engagement or 2) the visitor is called as soon as an agent accepts the call engagement. 

Call Bridging enables a “call now” capability that connects the call only when both the visitor and agent are available to talk. 

 

Graphical user interface, text, application Description automatically generated

1 Enable calls  Enable calls for the account. 
2 Mode Select “Call Request” from the mode menu to configure Request a Call. 
3 Order 

Set the order of the call bridging process. 

  • Call the visitor immediately – bridged a call with a visitor immediately when they submit a call bridging request, without waiting for an agent to be assigned. The visitor will hear a message prompt to confirm that they wish to connect to an agent by pressing a button. Once this is done, they are put on hold until an agent accepts the engagement. 
  • Call the visitor only after an available agent has been assigned – The visitor is bridged a call once an agent has accepted their call request.
4 Routing method 

How calls are distributed to agents: 

  • Queue – allows a calling agent to select a queued call bridging request. 
  • Auto route – automatically routes queued calls to available calling agents. 
5 Queue timeout Set the amount of time to wait until the call request times out. 
6 Use Group Availability Setting to change if a call will go through depending on group availability. 
7 Connection Message Change the message that is read by the call service robot that instructs the visitor what to do (for example: “Press 1 to speak with an agent”).
8 Phone number Enter the phone number for each agent that will receive call requests. 
9 Add users Opens agent selector to add agents to the call list. 
10 Save Save settings.

 

 

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