4. Setting the method of call distribution for agents

Only applicable to user accounts with Admin permission

There are two ways to set up the call receiving method:

1. Admin adjust the "Call Center settings" for the User

• Access Settings/ HR and Team management/ Personel

• Select Actions/ Call center settings

• Update Routing type which's most suitable for agents, then Save.

2. Users adjust on the Softphone themselves

Step 1: Open the Softphone feature in the StringeeX web interface. Step 2: Click the softphone icon and select the configuration option as below.

• Web/Mobile App/SIP Phone: Calls will be routed to the webpage where the User is logged in, the mobile or tablet device logged into the User's account, or the IP phone (desk phone) connected to the User's account.

• Agent's Phone Number: Calls will be routed to the phone number set in the "Agent's Phone Number" field, as shown in Figure 2. The system will use the hotline configured in Step 18: Queue Configuration to initiate the call to the User.

  Note: Ensure that the phone number follows the format 84xxxxxxxxx.

• App: Calls will be routed to the webpage where the User is logged in or the mobile or tablet device logged into the User's account.

• IP Phone: Calls will be routed to the IP phone (desk phone) connected to the User's account.