Keeping in 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 notified when your clients are reaching out is crucial to guarantee their satisfaction.

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 wish 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 wish to ring from the drop-down menu.
• Adjust the Incoming Call Timeout and Outgoing Call Timeout settings according to your team’s needs.
• Lastly, click Save once you are satisfied with your settings.

Forwarding Calls to Mobile and Web Apps #

You can forward calls to the mobile and web apps to further enhance your team’s accessibility. Navigate to the My Staff section in your account settings and select the team member you wish 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 are away from their desks.

Incoming Call Priority #

Once your team has interacted with a contact, you may 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: 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.

Frequently Asked Questions #

How do I make a number ring multiple team members? #

In Phone Numbers, open Edit Configuration for the number, go to the Call Forwarding tab, check “Ring more Team Members,” select the members, adjust timeouts, and save.

Can team members receive calls on the mobile or web app? #

Yes. In My Staff, edit the team member’s Call and Voicemail Settings and enable Mobile App, Web App, or both.

How do I send incoming calls to a contact’s assigned agent? #

In Additional Settings > Voice Calls > Inbound Call, check the box to route the call to the contact’s assigned agent. If unchecked, the call goes to the agent linked to the called number.

What are the Incoming and Outgoing Call Timeout settings? #

They control how long a call rings before timing out. Adjust them to match your team’s needs and reduce delays in call reception.

Why are calls not routing to all selected users? #

Confirm that each selected team member has the correct permissions and that their individual settings allow call reception.

Why is there a delay before users receive a call? #

A delay usually comes from the Incoming Call Timeout setting. Lowering it can reduce the wait before the call reaches users.