Redirect an Incoming Call

If a call has not been answered for a long time, in order to save the caller's waiting time, you can redirect the incoming call to another extension, ring group, queue, or extension's voicemail. This topic describes how to redirect an incoming call.

Prerequisites

  • To redirect extension group members' incoming calls, Call distribution management (Redirect, Transfer, Drag and Drop operation) permission is required.
  • To redirect an inbound call that reaches an IVR but hasn't gone to a destination yet, Route calls directly from IVR regardless of the IVR menu permission is required.

Redirect an incoming call to an extension

  1. On the Inbound & Internal Calls panel, hover your mouse over a call that is in Ringing status.
  2. Transfer the call to an extension user in one of the following methods:

    • Drag the call and drop it on a desired extension in Extension list.

      The extension user will receive an incoming call.

    • Right click the call, click Redirect, and select a redirected party.

      On the pop-up panel, enter an extension number, and click .

      The extension user will receive an incoming call.

      Tip: You can also click the extension user from the matching results to redirect the call.

Redirect an incoming call to ring group

  1. On the Inbound & Internal Calls panel, hover your mouse over a call that is in Ringing status.
  2. Drag the call and drop it on a desired ring group displayed in Ring Group list.

    The ring group members will receive an incoming call.

Redirect an incoming call to a queue

  1. On the Inbound & Internal Calls panel, hover your mouse over a call that is in Ringing status.
  2. Drag the call and drop it on a desired queue displayed in Queue list.

    The agents will receive an incoming call.

Redirect an incoming call to a group voicemail

  1. On the Inbound & Internal Calls panel, hover your mouse over a call that is in Ringing status.
  2. Drag the call and drop it on a desired group voicemail displayed in Group list.

    The call is redirected to the group voicemail and the caller can leave a message to the extension user.

Redirect an incoming call to an extension's voicemail

  1. On the Inbound & Internal Calls panel, hover your mouse over a call that is in Ringing status.
  2. Right click the incoming call, and select Redirect.
  3. On the pop-up panel, enter an extension number to search the extension user.
  4. From the matching results, click to redirect the call.

    The call is redirected to the extension's voicemail and the caller can leave a message to the extension user.