What are the steps to set up call routing for Phones Pro and move a specific CSR to the top of the list

Problem

You need to set up call routing for Phones Pro. You want to move a specific CSR to the top of the list.

Solution

Set Up Call Routing and Move CSR to Top

1. Go to Admin settings.

2. In the Contact Centers tab, select a contact center.

3. Click Business hours & call routing.

4. In the Call Routing section, select Edit Call Routing.

6. In the Routing Options, select Agents > Fixed order.

8. Click View & edit order to move the desired CSR to the top.

For more information on Call Routing, see Set call routing rules for call centers.