Subject
Applies to: Admin/Branch Manager
Purpose: Understanding contact # purpose on agent's profile
Location in Ricochet: Add the location where the info can be found (if applicable)
Description
This instruction describes the purpose of the contact # information on an agent's profile, and the correct way to use it.
Resolution
The "Contact #" on the Agent's profile is to add an alternate phone number for the Agent (a non-Ricochet phone number) which can be used, with advanced settings, to be called when an Inbound IVR call comes in. It can also be used simply as a typical contact number (non-Ricochet phone number) for the agent for emergency contact use. NOTE: It is recommended to never use a Ricochet phone number in the Contact # area as this will cause undesired results for call flow and routing.
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