How to Enable Multiple Users to Receive Inbound Calls
Keeping contact with your clients is key to growing your business, it allows you to create a great customer experience and maintain an outstanding reputation. Incoming calls are the best way for customers to reach your team, especially on bigger teams, so having all team members be notified when your clients are reaching out is crucial to guarantee their satisfaction.
Configuring Multiple User Call Reception
Follow these steps to configure your phone system to ring multiple users for inbound calls:
Edit Phone Number Configuration: In the 'Phone Numbers' tab, select the three dots beside the number you wish to configure and select 'Edit Configuration'.
2. Enable Call Connect Feature: Look for the option labeled ‘Enable Call Connect Feature’ and ensure it's activated.
3. Set Incoming and Outgoing Call Timeouts: Adjust the 'Incoming Call Timeout' and 'Outgoing Call Timeout' settings according to your team's needs.
4. Activate Ring to All Users: Find the setting 'Ring Incoming Call to All Users' and enable it.
5. Add Team Members: Finally, add the team members who should receive the inbound calls. You can select individuals or groups, depending on your organisational structure.
Forwarding Calls to Mobile and Web Apps
To further enhance your team's accessibility, you can forward calls to the mobile and web apps. This ensures team members can receive calls even when they're away from their desks. Here's how:
For Mobile App: Navigate to 'Settings' > 'My Staff', and select the team member you wish to configure. In the 'Call and Voicemail Settings', enable the option to forward calls to the mobile app.
For Web App: The process is similar to forwarding calls to the mobile app. Ensure the team member's settings are configured to receive calls via the web app.
Incoming call priority
Once your team has interacted with a contact, you may redirect their incoming call to a specific agent. Here's how: 1- Go to Phone System in your settings and click on Advanced Settings
2- Open the Voice Calls tab and select the Inbound Call section
3- 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 and FAQs
Calls Not Routing to All Users: Ensure 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.