Route Calls to Webphone or Mobile App
Take control of call flow and how each team members receives calls. Direct inbound calls to their desk phone, mobile app or webphone. You can also route calls to external numbers with Find Me, Follow Me.
Default Answer Rule Settings Once a user logs into their webphone and/or mobile app, calls will automatically ring to those devices along with a deskphone if you have one. (This does not apply to Teams or Bria)
Possible Scenarios
You can customize various call routing options to setup the perfect call flow for each of your team members.
1. Route calls to the deskphone, and after 10 seconds, route calls to the mobile app and/or webphone.
2. As a virtual office without desk phones, you may want calls to route calls to the webphone first, and after 10 seconds to the mobile app.
3. You can also route calls to the deskphone, webphone & Mobile app simultaneously.
4. You can even create multiple call routing rules with timeframe schedules.
Extension Routing Diagram
Using the extension number of your staff member followed by specific letters, you can route calls to each application. Either simultaneously, or delayed.
Setup & Manage Answer Rules for Advanced Call Routing
Ring Group Won't Honour Answer Rules Keep in mind that answer rules will not follow your answer rules. Setup & Manage Ring Groups to include mobile or webphone call flow. Alternatively, you can Setup Call Queues that honour answer rules.
1. Once you are logged into your manager portal, select Users on the main navigation.
2. Select the user you wish to manage call routing for.
3. Select "Answer Rules" under the sub-menu of the user.
4. Select the edit 'pencil' on the right side of the screen.
5. The system will automatically ring the webphone and mobile app once a user logs in. To disable this setting, simply uncheck 'Ring All User's Phones"
6. If you have a deskphone but don't want it to ring, uncheck "Include User's Extension." (not applicable for virtual users)
6. Using the Extension Diagram above, enter the extension number, followed by the letter that corresponds with the application you wish to ring. For example, 104wp will ring the webphone, and 104m will ring the mobile app.
7. Select the green + mark beside the clock to add additional slots.
8. Use the Clock beside the extension/number to delay a specific application from ringing. For example, 10 seconds delay on the mobile app 104m.
9. Select Save
External Numbers You can include mobile phones or external numbers in the call flow. Simply type the full number into an empty slot.
10. Once you save the Answer Rule. Your description will give you a detailed confirmation of the call flow.
