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Extension numbers are custom numbers (3-4 digit) assigned by default to each user in your call center. The agent extension call flow allows you to deflect the incoming calls directly to an agent’s personal extension number. When a customer calls, they will be prompted to enter the agent's extension number and will be connected to the agent.
By default, Freshdesk Contact Center enables extension numbers on your account. However, you can change these numbers anytime. For details on viewing and changing your extension numbers, see Viewing Personal Extension Numbers.
As an admin, before setting up the agent extension call flow, you can view the extensions of all agents in your account. To see the extension numbers of your agents, go to Admin Settings > Agents.
Note: An admin cannot edit the extension numbers of agents.
User Requirements: Users with admin or account admin access can configure agent extension call flow.
Configuring Agent Extension Call Flow
Log in to your account.
On the left panel, go to Admin Settings > Call Workflows.
From the left panel, click Agent Extension Flow.
Agent Extension Flow Name: Enter a name for the call flow.
Play Message: Select a message to initiate the agent extension call flow. Freschaller provides a set of default voice messages. You can select this message or create a new message.
Call Handling Rules: Select the fallback actions to perform for each rule in the call flow. The rules are:
If the agent is not available: Select the fallback action to take if the agent is not available to attend the calls. Check step 7 to see the fallback options available.
If the agent is available but not answering: Select the fallback action to take if the agent is online/available but still does not answer the call. Check step 7 to see the fallback options available.
You can also configure how long the phone should ring before taking appropriate action.
If the agent is busy: Select the fallback action to take if the agent's extension number is busy. Check step 7 to see the fallback options available.
If the customer gives an invalid input: Select the message to play if the customer who is calling enters an incorrect extension number. You can select the default messages available or create a new message.
After N Repeats: For rules d and e, select the number of times you want to repeat the message to the customer. Also, choose the action to perform after repeating the message for “n” times. Check step 7 to see the fallback options available.
If the customer presses*: Select the fallback action to perform if the caller presses *. Check step 7 to see the fallback options available.
For each call handling rule mentioned in step 6, select the fallback actions to take. The options are:
Send to call queue: Select this option to send your customer to a call queue. You can select from the list of call queues already available in your account or create a new call queue.
Send to IVR: Select this option to send your customer to a second IVR tree. You can select from the list of IVRs already available in your account or create a new IVR tree.
Send to Agent Extension: Select this option to send the customer to another agent extension flow.
Hangup: Select this to hang up. Select the message to play before hanging up or create a new hangup message.
To activate the agent extension flow, assign the workflow to any number in your account.
If you want to use voicemail messages for different rules in the agent extension call flow, make sure your messages are clear. You can use the following default messages:
- Agent Extension Welcome Message
- Agent Not Available Message
- Agent Not Answering Message
- Agent Busy Message
You can also create custom messages that suit your business requirement.