Managing Department

Open the department setting page from the side menu

The Department Information section allows you to configure key settings for each department within the IVR system. The Call Type setting lets you choose how incoming calls are routed to agents—Parallel means calls ring to all mapped agents simultaneously, while Sequential rings agents one by one in a defined order. The Sticky Agent option, when enabled, ensures that if a caller reconnects, they are routed to the same agent as the previous call, maintaining call continuity. The Ringing Time specifies how many seconds the call will ring for an agent before moving on or timing out. Lastly, the Map Agents feature allows you to assign or connect specific agents to the department so calls can be properly directed to the right team members.