User Community Feedback

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.