We have hired a third party vendor to help with call volume. If the vendor receives a call that they cannot handle they will be transferring the call back to us. I have setup Ring Groups and Call Queues, depending on the Department, to facilitate the call routing and have numbers to be assigned. We also want to monitor the amount of calls being sent to us from the vendor. Is it best to add a Custom Rule under Auto-Receptionist or add as a Direct Number to the Ring Group or Call Queue? Is there any difference in the performance or tracking capabilities?
When we were installed a few years back the install team used both scenarios but am not sure why.
Thank you,