In our scenario, during the night all the technicians are out of office, but if someone calls the technical assistance the call enters the queue and then is forwarded to the mobile phone of the technician via a SIP line (that has multiple channels).
The technician receive the call from our external number. It’s possibile to play an announcement to the technician before the call is put online such as: “Incoming call from extension 10 - Commercial Office”, and then the call is put online.
On the Queue screen, you can use the Call Confirm and Call Confirm Announce to play a message to the technician before they accept the call if the call is going to an external cell phone as an outgoing call.
In you are using a SIP extension (app on the cell phone) you can use the Timing and Agent Options tab of the queue and make a recording for the “Agent Announcement.” This announcement will play to the agent only when the call is answered.
