My scenario: I need to forward calls coming in from certain 800#s to other internal numbers (ring groups) using custom routing logic.
What is the best method to use in my case? The Forward or Transfer method?
Additionally, both of those methods are marked under the Light usage plan. These 800#s will be called frequently and it's possible the Light usage plan might not allow enough calls to go through at peak times. What method should I use to route calls for this scenario?
Hi Tim,
My understanding is that:
Forward = Is used in the case of a call is directly redirected to another number before the call was answered. Think about those forwarding rules.
Transfer:
1. Warm transfer is when a call was picked up and the agent calls another number then connects the call.
2. Blind transfer is when the case a call was picked up by an agent and the agent just transfers the call to another number w/o knowing if that number is available.
Regarding the rate limit, just test your app and graduate it then submit a support ticket for increasing the rate limit with your business justification. Our support engineers will evaluate your case and grant a higher rate accordingly.
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
