Deskphone: Configure different tones for Incoming calls

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Configure different tones for Incoming calls (call queue, directly to extension, transfer call).

Is there a way to differentiate tones for call queue incoming calls and call being transferred from other member of the queue to another extension? This way we know if the call is a new one or transferred. We are looking for solutions to avoid a client being transferred multiple times without being helped. 


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Posted 4 years ago

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Nathan Malone, U.S. Tier 3 Support

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Hello Covrigaru,

Unfortunately there is no way to change the tones of incoming calls.

You can add a connecting prompt to all your call queue calls. This would mean that whenever the caller answers a call from a call queue they are given a notification that they are receiving a call from the call queue and then would have to press 1 to accept calls from the call queue.

This would let them know when a call queue call was coming in and answer it if they need to, and they would be connected to a caller that was transferred to them immediately upon answering the phone.

This setting can be found under a Users "Call Handling & Forwarding" settings and selecting "Incoming Call Information" at the bottom of that page.