Several questions regarding call routing practices

[ZoomUser1983]

Hello - 

Admittedly, I am not familiar with the Zoom Phone system, nor am I the operations person that will typically resolve these types of issues.  I may use incorrect terminology or do a poor job of explaining the use case, but here it goes:

Outcome I am trying to generate: When an agent misses a call, I would like for the call to rollover to a specific number where there is an agent always standing by.  Is this possible?  Second outcome, when a Support Agent (who uses ZenDesk Talk) attempts to transfer to an agent who is unavailable, I would like for the call to rollover to a specific number where this is an agent always standing by.  Is this possible? 

[ZoomMate]

@ZoomUser1983 

As per my understanding, you want to forward all the calls coming to Agent A if the agent misses a call or is unavailable. Now the forwarding destination can be Agent B within Zoom or it can be an External number as well.

Yes, what you want to achieve is possible in several ways. There are two primary ways:

1. User Level Call Forwarding if not answered: As Admin, Go to Phone System Management > Users and Rooms > Agent A > User Settings > When a call is not Answered > Select Either Forward to Another extension or Forward to an External number (depending on your use case). Refer to attachment.

2. Create a Call Queue: You can create a Call Queue, assign your main number to the queue. Add the Primary and Secondary agent in the call queue and distribute calls in fixed order. Refer https://www.youtube.com/watch?v=4OM3caZjiJE