Preferred Agent Routing
Preferred agent routing sends a caller through to a preferred agent within a queue group. This is very useful if customers have built up relationships with key agents within your Contact Centre environment.
Please note this feature is based on Calling Line Identification (CLI) if the customer is not using CLI then the call will be sent to the number dialled.
To enter customer details into the system, enter the customer contact information in the Company Directory refer to Company Directory/adding a contact.
To set up a Preferred Agent Route, you must first set up Group Names so that you can attach agents to these groups with the queue properties.