Sometimes, you may want to create a scenario where a call coming to a phone number in the CallMarker system cannot be transferred to an agent and should be forwarded to an external number.
For example, if the agents are busy, you might want to forward the call to a specific person's phone or to a message-taking center.
To do this, follow these steps:
Go to your phone numbers page in the CallMarker system.
Click on the "Edit" button for the number to which you want to redirect incoming calls.
Scroll down and choose either the option "Connect to agent, if busy forward to number" or the option "Always forward to number."
Enter the number to which the calls should be forwarded.
Save.
