Voximplant Kit now has a new settings section called Extensions. Now it is much easier to transfer internal calls within your organization. It simplifies the handling of incoming customer calls with call forwarding capabilities. Now you can transfer calls much easier between operators and to the department your customers need. Now let's take a closer look at the key benefits offered by the new functions.
To set up Extensions, go to the related section in Settings. You will find all the possible transfer directions here: agents, groups, and queues. You may create the extensions automatically by pressing the Generate button or set them up manually by editing agents, groups, or queues.
You could also transfer the call to an extension right from your scenario. This is possible with the new scenario block, Extension. To transfer a call from this block, you need to enter the required extension number or take it from a variable.
There is also a way to transfer the calls from your Workspace. If an agent needs to transfer the call to the other department, they can enter the extension or select the required entity from the list.
In addition, you are now able to set up the dialing strategy for agent groups if you transfer the call to them. You could call all the agents simultaneously, call a random agent, or call agents sequentially. This setting is found by editing the agents group.
To find more information about setting up extensions, visit our documentation here.
We are continuously working on our product to facilitate the work of your employees and free up their time by eliminating routine tasks. Your ability to set up the work process in a comfortable manner is our concern. If you have any questions or suggestions about how to improve any of the new functions, feel free to write to us at hello@kit.voximplant.com. We look forward to improving the product for you!
