Whether you're managing a larger team or simply keeping work separate from your personal life, Call Routing lets you make sure calls always land in the right place. It helps reduce wait times, gives your customers a better experience, and cuts costs by keeping things as efficient as possible.
Assigning Numbers to Users
The first step in setting up call routing is to assign a number to a user in the CRM. This is important as it determines the primary route an incoming call will take.
How to Assign
Go to the My Staff section in the CRM settings and select the user you want to assign a number to.
In the user's settings, find Call & Voicemail Settings and assign an available number. Each number can only be assigned to one user, keeping a clear one-to-one relationship.
This is especially useful for direct lines or personal numbers where you want all calls to go straight to a specific person, bypassing any other routing rules.
Routing Based on User Assignment
If a number isn't assigned to a user, the CRM checks whether the incoming contact is assigned to a user. If they are, the call routes to that user's phone number.
- Make sure contacts in the CRM are assigned to the right users for your workflow.
- Verify that users have valid phone numbers in their profiles to receive calls.
This works well for sales or support teams where leads and customers are handled by specific representatives, so contacts can easily reach the right person.
Forwarding Numbers and Unassigned Calls
If a number isn't assigned to a user and the contact doesn't have a user assignment either, the CRM routes the call to a set forwarding number.
How to Configure
Go to the Phone Numbers tab in the Phone System section of your CRM settings, click the three dots, and select Edit Configuration.
Set up or verify the forwarding number to which unassigned calls should be directed in the Call Forwarding tab.
This is useful for general enquiries or when a contact doesn't have a specific representative. It means no call goes unanswered, routing instead to a general reception or customer service line.
Troubleshooting Tips
- If calls are not routed as expected, check the number assignments in the user management section.
- Verify that contacts are correctly assigned to users and that users have valid phone numbers for receiving calls.
- Make sure the forwarding number is correctly set up and working.
Frequently Asked Questions (FAQs)
Q: Can a number be assigned to multiple users?
- A: No, each number can only be assigned to one user to maintain a clear routing path.
Q: What happens if a user doesn't have a phone number in their profile?
- A: Calls intended for that user will fail to connect. Make sure all users have valid phone numbers in their profiles.
Q: Can I change the forwarding number?
- A: Yes, you can update the forwarding number at any time to redirect where unassigned calls are routed.