Discover

Benefit

Normally, customer calls will be handled by the participants of the primary group. However, if a call goes unanswered, it can be helpful to have the call forwarded to a different group of people who are not members of the primary group. For example, a manager might want to manage overflow calls by exception.

How To Use It

• Create a flexible group without a customer facing number
• Add participants to the flexible group
• Add the flexible as an alternative group for any customer facing group
• When calls the the customer facing group go unanswered for 45 seconds, all members of the overlfow group will be alerted to the unanswered call