How to Enable Multiple Users to Receive Inbound Calls

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

To configure your phone system to ring multiple users for inbound calls, start by heading to the “Phone Numbers” tab, selecting the three dots beside the number you wish to configure, and clicking “Edit Configuration.”

Look for the option labeled “Enable Call Connect Feature” and ensure it's activated.

Adjust the 'Incoming Call Timeout' and 'Outgoing Call Timeout' settings according to your team's needs.

Find the setting “Ring Incoming Call to All Users” and enable it.

Finally, add the team members who should receive the inbound calls. You can select individuals or groups, depending on your organizational structure.

You can forward calls to the mobile and web apps to further enhance your team's accessibility by navigating to the My Staff section in your account settings and selecting 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're away from their desks.

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.