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Our customers can be a little impatient at times. Instead of waiting for the next available agent, requesting a callback, or leaving a voicemail (all options they're given), they'll sometimes hang up, call back, and bother our Sales and Accounting teams.In these instances, our Sales/Accounting team would need to transfer the call back to Support (putting that customer back at the end of the line because they don't seem to understand how this works...). However, these two teams exclusively use desk phones, not the PureCloud app/site.We would like for these teams to be able to send calls to our Support queue but since we can't assign Extensions to queues (as far as I can see), how do we accomplish this? Is this even possible?
Thanks for the suggestion! (He said a few months later...) Wish I could say it worked but I'm running into trouble.I added the new Number Plan to our site as you recommended. However, when I dial the extension from a desk phone, I get the error stating the number could not be dialed. I figured this might be because 1000 is in our Extension Pool, so I adjusted the pool to exclude it but I still receive the error.In the PureCloud app, the error "A dial plan entry was not found for an outgoing call attempt" appears when the dialing attempt occurs.I have attached a screenshot of the Number Plan I had set up on our site. Am I missing something? Thanks!
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