If the customer wants to talk to another agent and not the assigned agent then, he/ she can do so by Comma Dialing

The procedure for Comma Dialing is as follows:

  • Dial the business’s phone number and add a comma after it.

  • Then add the extension number of the agent who you want to talk to. This will route the call directly to the agent whose extension number you dialled.

Note: This feature needs to be enabled from the web panel otherwise, Comma Dialing won’t work.