Dispatch Rules¶
A dispatch rule sends inbound calls for one phone number to one agent. A number cannot be reached until it has a dispatch rule.
Where to find it: Console menu, Telephony, Dispatch Rules.
| Column | What it shows |
|---|---|
| Number | The phone number. |
| Inbound Agent | The agent that answers calls to it. |
| Room Prefix | An internal label for the call. You do not need to change it. |
| Status | Live means the rule is active. Pending means it is not active yet. |
Add a rule¶
- Add the number first. See Phone Numbers.
- Select Add Rule.
- Choose the Phone Number. Only numbers without a rule are listed.
- Choose the Inbound Agent.
- Select Add Rule.
The agent must be Active, with Inbound Calls enabled, to answer. See Telephony and Call Direction.
Send a number to another agent¶
- Select the pencil on the rule.
- Choose the new Inbound Agent.
- Select Save Changes.
This is the way to switch which agent answers a number.
Delete a rule¶
The bin deletes the rule, after you confirm. The number stops being reachable for inbound calls.
One agent for each number¶
A number goes to one agent. If you want different agents for different numbers, add a number and a rule for each.
If something goes wrong¶
| What you see | What it means and what to do |
|---|---|
| "No unassigned numbers - add one first" | Every number already has a rule, or you have no numbers. See Phone Numbers. |
| "Pick an agent." | Choose an agent before saving. |
| The status stays Pending | The rule is not active yet. Contact support if it stays that way. |
| A call is answered by the wrong agent | Check the rule for that number. |
| A call is not answered at all | Check the agent is Active and Inbound Calls is Enabled. |
Need help or clarification?
Email support@eternascisense.com,
or call the support number shown on
vyom.eternascisense.com.