Custom call forwarding to external services

Business Problem

Due to a very high volume of calls, agents are not always able to handle all incoming inquiries. This results in some calls going unanswered, which negatively impacts the customer experience and service efficiency.

Desired Outcome

The ability to set up automatic call forwarding to an external service or third-party call center when internal agents are unavailable. This would ensure that all customers receive phone support at all times.