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Add ability bulk update selective call forwarding for groups of users

In the specific use case, we have a client that has overnight and weekend coverage of call queue agents. The 24x7 nature of their business results in a deployment where agents who work day time hours have call forwarding configured to send calls to the night call queue but these night agents need to be able to reach out to the original intended party. We've solved this by configuring selective call forwarding so that the night agents' calls will not be forwarded when contacting the daytime agents, but this is a large organization (about 800 seats) with high agent turnover which makes manual updating of this number of users unwieldy. Permitting bulk modification of the selective call forwarding would mitigate this issue.

  • Ryan Tennant
  • Nov 8 2022
  • Will not implement
  • Trent Thomas commented
    12 Jan, 2023 03:46pm

    Thank you for your product idea. We had requested additional information of the idea creator to help clarify or provide a use case of the idea more than 30-days ago. As we have not received the requested information, the idea is being moved to a “Not likely to implement” status. We just do not have enough information to do a proper assessment of the idea.

  • Admin
    Praveen Kumar Garlapati commented
    21 Nov, 2022 10:34am

    We now have a "Night Service" queue policy to configure the behaviour. That can be used to configure how the calls are treated during business hours and after hours with the option to forward calls to a different number for after hours.