Destinations

Telephony is company-wide. The agent editor is per agent. You build people, groups, rooms, and named transfers here. You turn them on for this agent there. Doing only one side leaves the agent with nowhere to send, or a route pointed at something that does not exist.

This page is the map. Each Telephony tab has its own walkthrough.

Company here, agent there

You configure	On Telephony	The agent uses it
Trunk + numbers	Trunks	Channels - Telephony - which DID this agent answers
Second landing / caller-ID pool	Routing	Agent telephony add-route (when shown), and outbound campaigns / API
People and seats	Active directory	Call handling - Transfer type User
Several people, one extension	User Groups	Transfer type User group; inbound / trunk default
Named transfer + dial digit	Call Transfers	IVR / menus - not the Transfer destination list
Dial-in bridge	Conference Rooms	Routing destination; PIN rooms need join_conference
SIP domain + recording default	Call settings	User-extension transfers; Recording & Privacy

Call Transfers and Call handling - Transfer are different lists. Creating a Call Transfer does not add a row on the agent Transfer tab.

Active directory

who to dial

User Groups

ring several people

Call Transfers

named + dial digit

Conference Rooms

dial-in bridges

Call settings

SIP + recording default

First setup - one destination the agent can say

1. A production number already rings this agent - Get a number.

2. Create the person or group - Active directory (invite / seat) or User Groups.

   

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3. Open the agent - Call handling - Transfer - On, Warm, one line in When and where to transfer that uses that name. Transfer.

   

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4. Call the production DID and ask to be passed. Listen on Calls.

Skip Call Transfers until an IVR needs a dial digit. Skip Conference Rooms until someone should join a bridge.

Troubleshooting

I created a Call Transfer and Transfer still has no destinations

Call Transfers do not fill the agent Transfer list. Add a User, User group, or AI agent on Transfer, or turn Allow the AI to transfer to any enabled destination in this company on after those objects exist.

Where do I create a support queue the agent can name?

User Groups - then pick User group on Transfer. Inbound can also land on that group from Routing.

Next Steps

Active directory - people and click-to-call.→User Groups - several people, one extension.→Transfer - turn the catalog on for this agent.→