You can now route calls to other phone numbers within CallJoy!
Multi-line routing can work in a variety of ways in CallJoy! It is set up a little differently from traditional “press 1 for…”. Instead, the CallJoy agent can route to various phone numbers based on language.
When you customize the Call Actions your agent can take when it recognizes specific types of requests spoken by the caller, you will have the option to set one of the call actions as “route to a number”.
You can also update your call greeting to proactively tell customers what to say if they would like to be directed to a certain phone number or person. For example, in your greeting, you might specify, “Thank you for calling Plated Plants Vegetarian Restaurant. To speak to the manager, say ‘manager’.” When the customer says “manager”, the call will be transferred to the manager’s direct line. Just remember to make sure that you have a request type set up to support this Call Action!