For a call to be forwarded directly to one of your team members, you must configure your IVR accordingly. Ringover will explain how to do this. ✌
Step 1: Create a phone system
💻 Sign in at Dashboard>IVR.
Click on “Create an IVR”, give it a name, then select “Configure” (or click on the timeframe you wish to adjust) in order to access scenario modification 🖊️:
💡 We recommend at this stage that you also create a greeting 🎙️to give your callers a professional welcome.
Step 2: Set up call forwarding to members of your Ringover team
If you want calls to your standard to be forwarded to your call group, click on and choose "Ringover Users" from the menu:
Step 3: Define rules for call distribution
You can then define the call forwarding rules that you wish to apply to your scenario:
- Simultaneous: a call will ring on the devices of all designated users at the same time.
- Cascade: a call is forwarded to one person at a time, ringing on the device of the next if the first person does not answer (in predetermined order, at random or according to precedent), and so forth.
- At regular intervals: a call is forwarded to one person at a time (in predetermined order, at random or according to precedent), ringing for the number of seconds that you have pre-set.
- Smart: Uses data from your tools via the API (assigning a contact in CRM, agent skills, etc.) to determine which agents calls should be distributed to.
👆 In the example above, the call will be redirected every 10 seconds in a pre-set order. If the first user does not pick up within 10 seconds, the call will go to the second user, and so on until the call is answered.
Step 4: Select the user to whom the call will be redirected
Click on “Add a user,” select the user 👨💼 to whom the call will be redirected from the drop-down menu, then click “Add this user”:
👍 You may add as many users as you wish!
Lastly, don’t forget to save your IVR! 👌