Keeping in touch with your clients is key to growing your business; it helps you deliver a great customer experience and maintain a solid reputation. Incoming calls are one of the best ways for customers to reach your team, especially in larger teams, so making sure everyone gets notified when a client calls is important for keeping them happy.
Configuring Multiple User Call Reception
To configure your phone system to ring multiple users for inbound calls, head to the "Phone Numbers" tab, select the three dots beside the number you want to configure, and click "Edit Configuration."
Switch to the Call Forwarding tab.
Scroll down and check the box next to "Ring more Team Members."
Select the team members you want to ring from the drop-down menu.
Adjust the 'Incoming Call Timeout' and 'Outgoing Call Timeout' settings to suit your team's needs.
Click Save once you're happy with your settings.
Forwarding Calls to Mobile and Web Apps
To forward calls to the mobile and web apps and keep your team reachable wherever they are, go to the My Staff section in your account settings and select the team member you want to configure.
Switch to the "Call and Voicemail Settings."
Check the box next to Mobile App, Web App, or both, then click Save.
This ensures team members can receive calls even when they're away from their desks.
Incoming call priority
Once your team has interacted with a contact, you can redirect their incoming call to a specific agent. Here's how:
Go to the Additional Settings tab inside Phone System in your settings and click on Additional Settings.
Open the Voice Calls tab and select the Inbound Call section.
Check the boxes for the incoming call to go to the contact's assigned agent; if unchecked, the call will go to the agent linked to the called number instead.
Troubleshooting
Calls Not Routing to All Users: Check that all selected team members have the correct permissions and that their individual settings allow for call reception.
Delay in Call Reception: Check the 'Incoming Call Timeout' settings and adjust them as needed to reduce any delays.