Routing Calls To Users & Ring Groups
When your call has passed through the greeting, recording notice, and business hours prompt, it is now ready to be answered. We call this routing (or dispatch). If you haven’t selected the IVR option (see here), you’d see the following screen. To route the call to your agents, you should select a Ring Group or a User.
There is also a checkbox on Ring Groups that turn on the queue functionality (on some Aloware versions, this checkbox is embedded into the Ring Group page itself). Please see below for combination of different options available:
- Route to Ring Group: Calls are connected to the ring group in the order they are received. Ring groups also host Aloware’s Smart Queue functionality and can create queues, play wait music, route calls to uses based on priority, etcetera. Prior to Dec 2019, we called this Fast Forward and Smart Queue – that setting has been moved to Ring Group settings.
- Route to a User: send the call directly to a user. If the user is not available, their voicemail will pick up the call.
- Route to an IVR: Connects a call to an automated menu on the phone that helps your callers navigate their way to the right department.
- Dead End: Do not connect the calls to any agents and send them to voicemail directly. This option is only useful when you don’t want to answer calls on this line.