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Dear Community,
We have added the VoIP Extension and been testing incoming calls.
We have a team of 20 to 25 agents who will be receiving the calls and creating leads.
However during testing I found out that all the calls are routed to AGENT A first. EVEN IF THEY ARE ALREADY ATTENDING A CALL!
Only if AGENT A is on DND or Offline or Rejects the Call the call gets routed to the second AGENT B and so on.
Is there a way to all incoming calls evenly?
Round Robin or Least Busy agent?
We are using Twilio if that is relevant.
Twilio has Task Router but it is EXPENSIVE AF. $0.26 for every call routed on top of the call fees, which essentially makes it really costly.
We currently use Zendesk and handle about 200 calls a day on average.
We have added the VoIP Extension and been testing incoming calls.
We have a team of 20 to 25 agents who will be receiving the calls and creating leads.
However during testing I found out that all the calls are routed to AGENT A first. EVEN IF THEY ARE ALREADY ATTENDING A CALL!
Only if AGENT A is on DND or Offline or Rejects the Call the call gets routed to the second AGENT B and so on.
Is there a way to all incoming calls evenly?
Round Robin or Least Busy agent?
We are using Twilio if that is relevant.
Twilio has Task Router but it is EXPENSIVE AF. $0.26 for every call routed on top of the call fees, which essentially makes it really costly.
We currently use Zendesk and handle about 200 calls a day on average.
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