How to Set Up Inbound Calls for Multiple Team Members

Step-by-Step Guide to Allowing Multiple Users to Answer Inbound Calls: 

Follow these instructions to ensure your phone system routes incoming calls to several team members efficiently:

1. Modify Phone Number Preferences: Go to the 'Phone Numbers' section, click on the three vertical dots next to the number you want to modify, and select 'Update Preferences.'

2. Turn On the Call Connect Option: Find and activate the ‘Call Connect’ option to make sure calls can be transferred correctly between users.

3. Adjust Call Timeout Settings: Configure the ‘Incoming Call Timeout’ and ‘Outgoing Call Timeout’ based on your team’s availability and operational requirements.

4. Enable Simultaneous Ringing for All Users: Toggle on the option to allow all users to receive calls at the same time by enabling 'Ring All Users.'

5. Assign Team Members to Receive Calls: Add specific team members or groups to the list of users who should be notified of incoming calls, according to your organization's structure.

Forwarding Calls to Mobile and Web Applications

Improve team responsiveness by forwarding calls to mobile and web apps, allowing users to take calls on the go or when they are not at their desks:

• Setting Up Forwarding for Mobile Apps: Head to 'Settings' > 'Staff Management', select the team member in question, and enable call forwarding to the mobile app in 'Call and Voicemail Settings.'

• Enabling Forwarding for Web Applications: Use a similar process to forward calls to web apps. Ensure the settings are configured to route incoming calls to team members via the web interface.

Prioritizing Incoming Calls for Specific Agents

Once a team member has had previous interactions with a contact, you can route the contact's future incoming calls directly to that agent:

1. Access Advanced Call Settings:
Go to 'Phone System' settings and click on 'Advanced Options.'

2. Customize Incoming Call Preferences:
In the 'Voice Calls' tab, select the 'Inbound Call Routing' section to update the preferences.

3. Ensure Agent-Specific Call Routing:
Check the box that sends calls to the assigned agent for each contact. If this is left unchecked, calls will instead go to the agent associated with the phone number dialed.

Troubleshooting and Key Tips for Call Routing

• Calls Not Reaching All Users:
  Double-check that all selected team members have the necessary permissions and that their individual settings are properly configured to accept calls.

• Experiencing Delays in Call Reception:
  If there are delays, review and adjust the 'Incoming Call Timeout' setting to align with your team’s requirements and reduce the wait time.