Manage inbound numbers and agent routing
Inbound Numbers
| Phone Number | Label | Assigned Agent | Type | Status |
|---|---|---|---|---|
| +1 (800) 555-0100 | Main Support Line | EllaCustomer Support Agent | toll-free | active |
| +1 (800) 555-0101 | VIP / Escalation Line | MarcusManager Agent | toll-free | active |
| +1 (415) 555-0120 | Bay Area Local | EllaCustomer Support Agent | local | active |
| +1 (212) 555-0130 | NYC Local | EllaCustomer Support Agent | local | active |
| +1 (800) 555-0105 | Billing Support | MarcusManager Agent | toll-free | active |
| +1 (800) 555-0199 | After Hours | EllaCustomer Support Agent | toll-free | inactive |
Transfer Rules
EllaMarcus
Priority 1- Customer explicitly requests a manager
- Billing dispute exceeds $100
- Account cancellation request
- 3+ failed resolution attempts in same call
MarcusElla
Priority 2- Issue resolved, customer has follow-up support question
- Customer needs basic account changes after escalation