Salesforce CTI Call Auto-Forwarding, Inside 360 SMS App
Programmable Call Forwarding, Auto Voice Responders, and Real Time Agent Availability - All Inside Salesforce.
Don't lose opportunities when agents are on break, vacation, or in staggered shifts.
Auto-forward calls to up to 9 numbers and manage availability through real time ACD routing - natively in Salesforce.
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1Agent Marks Status as AwayWhen an agent marks themselves as Away in the calling queue, the system detects the status change in real time and activates the forwarding configuration.
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2Call Is Forwarded to Up to 9 NumbersThe call is automatically forwarded to up to 9 configured phone numbers in sequence, ensuring the call reaches an available agent before falling to voicemail.
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3Auto Voice Responder Plays on RejectionIf lines are busy, closed, or all agents are unavailable, the auto voice responder informs the caller and can offer IVR options to schedule a callback or request a call during local business hours.
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4ACD Routes Calls Only to Online AgentsThe calling queue updates in real time with agent activity modes. Calls are only routed to Online agents, reducing hold times, wait times, and poor caller experience.
Manage Availability for Customer-Facing Calls - Automatically
Reduce poor caller experiences, prevent calls from landing on unavailable agents, and make sure important inquiries still reach the right person. Automatically forward calls to another account manager, improve team throughput, and keep callers informed even when no agent is immediately available.
Forward the call to another account manager automatically, increase throughput, and keep every caller informed so they never feel ignored - even when no agent is available right now.
Don't Miss Anything - Manage and Automate Conversations When Agents Are Away
Call forwarding, auto voicemail, agent availability modes, and ACD distribution - all configurable inside Salesforce
Programmable Call Forwarding
Choose where calls go when agents mark their activity status as Away. Forward calls to up to 9 phone numbers in sequence so every inbound call has a path to an available agent before reaching voicemail.
Auto Voice Responders
Let callers know if lines are busy, closed, or if they should expect a callback. Trigger a custom voicemail to confirm acknowledgement of the call - reducing caller anxiety and preventing irate customers from feeling ignored.
'Away' Status for Agents
Agents set their availability as Online, Away, or Offline. The calling queue updates in real time. Calls are only routed to Online agents via ACD - so no call ever lands on an unavailable agent during breaks or shift gaps.
ACD - Automatic Call Distribution
Modes are updated in the calling queue in real time to manage and distribute calls through Automatic Call Distribution. Reduce hold-ups, wait times, and poor caller experience for every inbound call across all shift configurations.
Put Callers at Ease by Letting Them Know They've Been Heard
This automated voicemail plays when a call is rejected or unanswered. Use it to reduce customer anxiety and guide callers toward the next best step. A caller who hears an acknowledgment and receives a clear option is more likely to stay engaged.
"This is Agent Mike from 360. We are sorry we missed your call. We're not in right now, but we'll get back to you."
Press 9 on the IVR to schedule a callback
Press 0 if you want us to call you during daylight hours in your time-zone
Online, Away, Offline - Real Time Queue Management for Every Shift Configuration
Three activity modes - Online, Away, and Offline - are updated in the calling queue in real time to manage and distribute calls through ACD. Calls are only routed to Online agents to reduce hold-ups and wait times, ensuring the right agent receives every call at the right moment.
CTI Call Auto-Forwarding for Every Team & Shift Configuration
From call center agents on staggered shifts to account managers handling high-value inbound - auto-forwarding and ACD keep every call covered.
Call Center Agent Management
Manage availability for call center agents during staggered shift timings and breaks. Calls route only to Online agents via ACD, eliminating wait times and preventing calls from landing on agents who are unavailable.
High-Value Account Inbound
Don't miss inquiries or tickets from high-value accounts. When a primary account manager is Away, forward the call to another account manager automatically - keeping key relationships protected at all times.
After-Hours & Closed Lines
Let callers know when lines are closed and give them IVR options to schedule a callback or request a call during their timezone's daylight hours - turning a missed call into a booked interaction.
Break & Vacation Coverage
Avoid missed calls and lost opportunities when agents are on break or on vacation. Auto-forwarding pushes calls through up to 9 configured numbers before voicemail fires - maximizing every inbound opportunity.
Throughput & Queue Efficiency
Increase throughput by distributing calls intelligently through ACD based on real time agent availability. Reduce hold-ups and cut wait times across the entire calling queue without adding agents or changing shift structures.
Caller Anxiety Reduction
No one likes hearing dead silence after a missed call. Auto voice responders acknowledge every caller and give them next-step IVR options - reducing irate callers and improving overall customer experience.
A Missed Call from a High-Value Account Is More Than an Operational Issue
Every call that lands on an unavailable agent, every caller who hears dead silence on rejection, every high-value account that doesn't get a callback - these are not small operational hiccups. They are revenue events. 360 SMS CTI Call Auto-Forwarding is built to ensure that no call is ever truly missed - it is only rerouted, acknowledged, and actioned.
A Call That Goes Unanswered Is Not Just a Bad Experience - It's a Lead That Called Your Competitor Next
High-value accounts call when they have an immediate need. If that call lands on an unavailable agent with no forwarding chain and no acknowledgement voicemail, the next call they make is to someone else. CTI Call Auto-Forwarding ensures every inbound call has a path forward - and every caller knows they have been heard, even if no one answered.
"Don't lose opportunity when agents are on their break or vacation."
360 SMS CTI Call Auto-Forwarding lets you choose who the call goes to when agents mark their activity status as Away, push calls to up to 9 phone numbers, and let callers know via automated voicemail if lines are busy, closed, or if they should expect a callback - all configurable inside Salesforce alongside your existing texting workflows.