Redirect to a familiar employee

Modified on Thu, 27 Jun at 9:03 AM

The function allows tracking a client's repeat call made within a specified time (1 hour, 8 hours, a day), and redirect it to the subscriber of the virtual PBX who consulted the client during his previous call.

Calls from numbers that have called more than once are separated from all other incoming calls and are primarily directed to the "familiar employee", bypassing the queue in the script.

⚠️ Attention!

This rule applies only to calls made to the same queue. If the call is routed in any other direction (for example, it arrived in another queue), it is processed according to the standard algorithm set for this direction.

A "familiar employee" is considered to be a subscriber of the virtual PBX who accepted a call from this number for a time interval set in the function settings. The call will return to the queue if the subscriber does not answer within the configured time interval or uses the "Do not disturb" (DND) mode.

Also see:

Setting "Redirect to a familiar employee”

Queues

Setting up a queue