Do I need to add a number to my Department or Call Queue?

While there are a number of benefits to adding a unique phone number to your Department or Call Queue, like:

  • Allowing users to transfer calls directly to a Department/Call Queue
  • Allowing Operators/Agents to place calls with Department/Call Queue caller ID
  • Allowing Operators/Agents to message customers with Department/Call Queue caller ID

You can still have calls route to your assigned Operators/Agents. Here's how:

  1. Navigate to > Admin Settings > Office > Main Line > Call Handling
  2. Either select To a Dept from your "calls will be sent" options or Automated Response Menu then Forward to Dept to select your Department or Call Queue