Call cascades allow you to distribute incoming calls efficiently among different users. You can choose between two modes: random (calls are distributed without a specific order) or predefined (a fixed order is set for the recipients).
Here’s a step-by-step guide to configure call cascades in your Ringover IVR:
Step 1: Access the call cascade settings
- 💻 Go to your Ringover Dashboard> Settings> IVRs
- Click on 'Edit' for the IVR where you want to configure
- Click "Configure" ✏️ to modify the corresponding scenario
Step 2: Configure call cascades in your IVR
- Click on the gear icon ⚙️ to access advanced settings
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Add users:
- In the Users 👤 section, add the team members to whom calls will be distributed.
- Make sure to include all necessary users to avoid gaps in the distribution.
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Define the type of call cascade:
- In the Call forwarding section, select the Cascade mode.
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You’ll have two options:
- Random: Distributes calls without a fixed order, randomly selecting among configured users.
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Predefined: Sets a fixed order for call distribution.
- Customize the order by dragging and dropping the users into the desired sequence.
- Confirm the changes once the configuration is complete.
Step 3: Advanced optimization (Optional)
Intelligent distribution with Machine Learning:
- If you activate this option Machine Learning, the system learns call patterns and optimizes distribution based on user availability and performance.
- This feature helps improve operational efficiency and reduces customer wait times.
You now know how to configure call cascades in your phone system to ensure efficient distribution of your incoming calls. 🎉