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.
|1||Enable calls||Enable calls for the account.|
|2||Mode||Select “Call Request” from the mode menu to configure Request a Call.|
Set the order of the call bridging process.
How calls are distributed to 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.|