This guide provides essential instructions for setting up a Live Transfer Number Directory using a Round Robin system, ensuring efficient call distribution among team members based on their availability. Scroll through the steps below to get started:
Not a visual learner? No problem!
Here’s a straightforward, step-by-step guide in text form:
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Navigation: Start by navigating to SalesAi, selecting AI Voice, and then clicking on Agents to either create or edit an agent.
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Call-to-Action Setup: In Step 3 of the agent creation process, under Call Flow, toggle on Call to Action and choose Live Transfer - Number Directory. Then select Round Robin for call routing.
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Primary Contact Setup: Select the primary contact for the live transfer. The system will attempt to transfer calls to this contact first. Only contacts listed in the Number Directory will appear as options.
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Adding Additional Contacts: You can add multiple individuals or departments for the agent to use in the Round Robin rotation. The system will check availability based on set working hours and skip unavailable contacts.
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Time Parameters for Primary Contact: Set the time parameters for the primary contact, specifying the time zone, days, and hours when the contact is available for call transfers.
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Managing Multiple Contacts: If you want each contact to have different availability, set individual days and hours for each contact. The system will rotate between available contacts, ensuring calls are always directed to someone within their specified time parameters.
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Copying Hours for All Contacts: If all contacts should have the same availability hours, you can click Copy to All Selected Numbers to apply the same settings to each.
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Transfer Phrase: Input a Transfer Phrase that must end with a question for a successful transfer. An example phrase is provided in the guide.
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Completion: After setting up the hours and transfer phrase, proceed to finalize the agent configuration.
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