Guide to Setting Up Effective Call Pathways

Step 1: Linking Phone Numbers to Team Members

Overview:
Start by connecting phone numbers to team members within your CRM. This initial setup ensures that incoming calls follow the designated path efficiently.

How to Link a Number:

1. Access the “Team Directory” in the CRM settings menu.

2. Choose the team member you want to assign a phone number to.

3. Open the phone number dropdown in the member’s profile settings.

4. Assign a number from the available list. Keep in mind that a number can only be linked to one individual, ensuring a unique connection.

Scenario:
Connecting numbers to users is ideal for direct lines where specific people need to be contacted without any other routing interference.

Step 2: Managing Call Flow by User Links

Overview:
When a number hasn’t been linked to a user, the system will check if the contact belongs to a specific team member, directing the call to their phone.

Setup Process:

1. Make sure contacts are linked to their respective team members in the CRM following your workflow.

2. Confirm that all team members have active phone numbers in their profiles for call reception.

Scenario:
This method is perfect for sales or support teams where specific leads or customers are assigned to individual reps, ensuring direct communication.

Step 3: Forwarding Calls to Default Numbers

Overview:
If neither the number nor contact is assigned to a user, the system directs calls to a preset forwarding number for seamless management.

Setting It Up:

1. Navigate to the “Phone Numbers” area in your CRM settings.

2. Configure or check the forwarding number that will receive all unassigned calls.

Scenario:
This is ideal for general inquiries or contacts without a dedicated rep, ensuring all calls are answered by a customer service line.

Problem-Solving Tips

• If calls aren’t being routed correctly, double-check the number assignments under user management.

• Ensure contacts are properly linked to team members and that their phone numbers are valid for incoming calls.

• Make sure the forwarding number is set up correctly and is functioning properly.

Common Questions (FAQs)

• Is it possible to assign a number to more than one user?
  No, each number must be assigned to one user to keep the call routing clear.

• What occurs if a user lacks a phone number in their profile?
  The call will fail if the user doesn’t have a phone number. Ensure all profiles have valid phone numbers.

• Can I update the forwarding number?
  Yes, you can modify the forwarding number at any time to redirect unassigned calls.