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Route Kustomer Voice calls to your team

Last Update: Nov 2024 • Est. Read Time: 3 MIN
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For agents to make and receive calls using the Kustomer Voice app, ensure that a team is assigned to these conversations and you have a queue that routes the calls to that team. This article will show you how to create a voice-enabled queue.

Who can access this feature?
User typesAdmins can create queues.


In this article

Create a voice team

The first step is to create a team that will respond to voice calls within your organization. You can also use an existing team.

  1. Go to Settings > Users > Team.
  2. Select Add Team and enter the name and display name you want to use. For this example, we are naming it Kustomer Voice team.
  3. Select Create Team.
  4. Next, select Edit for the voice team, go to the Members tab, and add the members of your organization who will be part of the team to accept voice calls.
  5. Select Save Changes.
    Teams page with new Kustomer Voice team

Create a queue for Kustomer Voice calls

Once you set up a number in Kustomer Voice, you need to route incoming calls to that number to a team in Kustomer. You can create a queue that only accepts and routes Kustomer Voice calls, or create an omnichannel queue that accepts and routes conversations from multiple channels, including Kustomer Voice. In this example, we will create a voice-only queue.

  1. Go to Settings > Platform > Routing.
  2. Select Add Queue and choose the setup you want to follow. We recommend using the Configure the basics wizard.
  3. Enter a name and display name for the queue.
  4. To route Kustomer Voice conversations to this queue, select On for Accept Kustomer Voice conversations. Then, select Yes to specify that it is a voice-only queue.
    Voice options in queue settings
  5. Select Save and Continue.
  6. Optionally, enter criteria for a queue rule and move on to the next step.

    Note: If your queue is set to be voice-only, you do not need to create a queue rule. Calls will be routed based on the queue you select when you Set up a Kustomer Voice assistant for IVR. If you do not want to set up an IVR, your criteria can be Conversation Channel Is Equal To Voice.

  7. Finally, select Add Team to assign the team accepting Kustomer Voice conversations from the queue.
  8. Select the team from the list, go to Add Team, and then Continue.
  9. Save and apply your changes and confirm them to turn routing on for that team.

All incoming Kustomer Voice conversations will now be routed to agents on the team assigned to this queue.

Note: Calls in the “wrap up” status, such as voicemails and missed calls, won't automatically route to your team members. These items must reopened to route.

Edit the Kustomer Voice queue assigned to a team

If you need to change the queue assigned to your team:

  1. Go to Settings > Users > Teams and open the Kustomer Voice team we created earlier.
  2. Select the Routing Profile tab and ensure the Enable Team Routing setting is turned on.
  3. Then select the queue from which you want to route conversations from the Assigned Queues drop-down menu.
    Assigned queues drop-down
  4. Select Save Changes.

Agents belonging to this team will now receive Kustomer Voice calls being routed from this queue.

Change the call timeout

You can change the time a call will ring before it goes to voicemail. To do so, go to Settings  < Routing and open the Settings tab. Here, you can specify the Unanswered call timeout. By default, unanswered calls will be sent to voicemail after 120 seconds or two minutes. You can change this time to anywhere between 30-300 seconds.

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