Overview

You want to ensure that an agent configured as one of the destinations of the One 2 Many service only receives calls after the other agents/destinations cannot be reached.

Prerequisites

• Access to the Nucleus portal.
• Access to the RNP: One 2 Many service.

Note: If you do not have access to Call Handling > RNP: One 2 Many, contact CallStream support to request it. You can also request CallStream support to complete this task for you.

<supportagent>

Refer to Granting a Customer Access to Call Handling Features in the Nucleus Portal for detailed instructions to grant the user access to RNP services. </supportagent>

Solution

1. Log in to the Nucleus portal.
2. <supportagent>Go to Clients and search for the customer's name.
3. Click on the Log In icon to access the platform as the customer.</supportagent>
4. Navigate to Call Handling > RNP: One 2 Many.
5. Enter the number in the search bar and click on Search.
6. Click on the Configure option for the number.
7. Click on the Update option for the Destinations field.
8. Locate the agent that should only be receiving calls if the other agents are not able to answer.
9. Click on the down arrow until the destination is the last one on the list. 
   

Testing

After the agent/destination has been moved to the bottom of the list, the agent will only receive calls directed to the main number when all other agents are not able to answer.