Transfer Destinations
You can create and manage transfer destinations under Call Settings in the Settings page. This allows you to name destinations, assign team members, and configure routing behavior.- Internal (careCycle Softphone)
- External
Using the careCycle softphone is recommended if you want to set up routing configurations or state-and-skill-based routing.
General Settings and Routing Overrides
- Prioritize the agent the customer last spoke to — Calls route first to the last agent the customer spoke with. If unavailable, calls fall back to your underlying routing configuration. This is especially useful when calls drop and members call back inbound.
- Prioritize customer’s assigned agent — Calls always route first to the assigned agent on the customer’s record.
Call Settings
- Ring duration per agent — Set how long each agent’s line rings.
- Max wait time — Define the maximum wait before triggering fallback behavior.
Fallback Settings
- Schedule a meeting — An AI assistant jumps back into the call and uses your calendar availability to schedule an appointment with the assigned user.
- Transfer to a number — Route the call to an external fallback number.
Agent Routing Configurations
| Mode | Behavior |
|---|---|
| Linear | Agents ring in the order you specify, one at a time, based on the configured ring duration. |
| Round Robin | All agents ring simultaneously. The call goes to whoever answers first. |
| Grouped | Combine linear and round robin in tiers. For example, Tier 1 rings linearly, and Tier 2 rings round robin for anyone else available. |
Note: Agent routing configurations are overridden by your assigned agent priority overrides (set in General Settings). The system will prioritize the customer’s last-spoken or assigned agent before falling back to the routing configuration.