Ring Last Advisor
Written by TJ Salyars
Updated at November 21st, 2024
Table of Contents
The Ring Last Advisor setting allows teams to automatically route calls from customers to an advisor that is assigned to an open ticket.
How it works
If a customer has an open ticket in ExpertConnect from within the past 7 days, and the customer calls back into the same VoiceHub number, only the assigned advisor from their most recent ticket will be initially run. If that advisor does not answer the call, then it will fallback to the ring schedule and give other advisors an opportunity to answer. The phone call will be added to the existing ticket's activity if the initial advisor answers the call or if the contact has a missed call. If the contact leaves a voicemail, a new unassigned ticket will be created.
The assigned advisor must be in an active Ring Schedule for Ring Last Advisor to be enabled.
This feature is optional and can be enabled at the team level.
How to enable Ring Last Advisor (manager-level specific)
- Login to the web dashboard and navigate to the Manage tab.
- Find the team you would like update and click into the team's VoiceHub Settings.
- Toggle Ring Last Advisor to ON.
- Click Save to make your updates.
This logic only applies to calls from customers that already have an open support ticket. If this feature is enabled, it is important for your team to close tickets when issues are resolved.
If the ticket has been opened for more then 7 days, this logic will not be applied and a new ticket will be created.
How does this work for teams without phone numbers?
This logic is best explained via the following scenario where:
- Team A: Team with a phone number (master team)
- Team B: Team without a phone number (subteam)
Scenario:
- Customer calls Team A.
- Call routes to Team B via call tree or live transfer.
- Advisor on Team B answers the call. Open ticket created with Team B, using Team A's phone number.
- Customer calls back into Team A while ticket is still open.
- If Ring Last Advisor is enabled for both teams, the customer will bypass Team A's ring schedule and route to the advisor of the open ticket with Team B.
- If there are multiple tickets open with subteams using Team A's phone number, the call will route to the advisor of the ticket with the most recent activity.
- If the assigned advisor does not answer, the call will rollover to the other advisors on Team B. If no one answers, a new unassigned ticket will be created with Team B.
Ring Last Advisor for Teams without Numbers
Ring Last Advisor must be enabled for both teams for any routing logic to occur. If Ring Last Advisor is not enabled for both teams, the caller will ring through Team A's ring schedule.
If two tickets are opened with the same default communicating team, Ring Last Advisor logic is to ring the ticket that was created last.