Admin the Call Routing feature in your CallSite
You can set the Call Routing feature of your CallSite by using the 'Call Routing' panel.
To access the 'Call Routing' panel, click on the 'CallSite Admin' tab. In the new window that opens up, click on the 'Call Routing' tab. The following interface will open up:
This window has two panels - one on the left and the other on the right. The right hand side panel contains the list of all the existing Call Routing groups and the left hand panel contains the name of all the Agents that belong to a selected Call Routing group.
You can perform the following functions:
(1)
Add new agents and groups to your existing group of agents
(2) Edit existing agents and groups
(3) Remove agents and groups to your existing group of agents
(1) Add new Agents and groups to your existing group of Agents
To add a new Call Routing Group, click on the 'Add' button in the above window. The following window will appear which will prompt you to enter the name of the new Call Routing group:
After entering the name of the new Call Routing group in this window, click 'OK'. The following window will appear where you will need to enter further information about the new Call Routing group that you have just created:
The fields in the above window are explained below:
(1) Group name: This is the name of the new Call Routing group that you have just created. The window automatically gets this name from the previous step.
(2) Email: This is the email address of the Call Routing group. It should be in the format: name@your-domain. This will then be the email address that is used to send messages from visitors to your Web site who click on this Call Routed button but do not get a reply from any of the Agents in this group.
(3) Active: If you check this box, then this new Call Routing group will be an active group.
(4) User List: Here you can enter the name of the Agents that are to belong to this new group. To do so, click on the 'Edit' button. The following window will appear:
In this window, you can now add, remove and see the information of the Agents in this group. To add a new Agent, click on the 'Add' button. The following window will appear which will prompt you to add the name of your Agent:
After entering the name of the Agent, click 'OK'. This Agent's name will now appear in the 'List of Agents' in the above window. In case you want to remove an agent from this group, highlight the name of the Agent in the 'List of users' and click on the 'Remove' button. To obtain personal information about the Agent, highlight the name of the Agent in the 'List of users' and click on the 'Info' button.
After creating the Agents in this group, click 'OK'.
(5) Routing Type: You can choose the type of routing that you prefer for your Agents. You can choose between 'Mixed' or 'Ordered' from the drop-down menu.
(6) OK Button: After you are done creating the group, click on the 'OK' button so that the changes that you have made might come into effect.
(7) Cancel Button: If you are not satisfied with the changes in the new Call Routing group that you have made, click on the 'Cancel' button.
Now click on the 'Save' button to save the changes that you have just made and when you are done, click 'OK'.
(2) Edit existing agents and groups
To edit the information about existing agents or groups, highlight the name of the particular Agent or group in the list and click on the 'Edit' button. You will be able to make modifications to the profiles of the Agents or Groups. Now click on the 'Save' button to save the changes that you have just made and when you are done, click 'OK'.
(3) Remove agents and groups to your existing group of agents
To remove existing agents or groups, highlight the name of the particular Agent or group in the list and click on the 'Remove' button. The Agents or Group will be removed from the particular list. Now click on the 'Save' button to save the changes that you have just made and when you are done, click 'OK'.
