Routing calls to mobile phones into a Contact Centre

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Routing calls to mobile phones into a Contact Centre
I want to route calls made by customers to our field based operatives mobile phones into the contact centre when the field operatives are busy or not available. I am being told by our techie team that this is not possible. Has anyone set this up for their contact centre?


Call Centre Helper

Yes this is possible
It is possible to do this based on technology used.

The simplest way is to set up a call divert on busy or no answer on the mobile phone to divert into the contact centre. This diverts in the same as a call diverting to voice mail. You should be able to Google for article on how to do this.

The alternative is to route all incoming calls through a phantom number that then diverts on no answer or busy to the mobile. If there is no answer it drops down to a contact centre agent.

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