Call groups

Step by step: how to set up call groups and configure the calling rules that determine who and how calls are offered to employees.

Call groups (sometimes known as Hunt groups) are used to offer customer calls to teams of people rather than to a specific person.

For instance, Sales, Customer Support, and Reception Desk are good examples of Call groups.

Add/edit a call group

  • Log in to the Spoke account portal and go to Settings > Call groups
  • Click the pencil icon to edit the default Reception group
  • Or click + Add Group to create a new one
  • Enter a name for the group
    • We will show you this name when you get an incoming call for this group
  • If you are making a new group that you want on your Voice Menu (IVR) enter a number into the 'IVR Key' field
    • If you want to hide this option from callers, leave this field blank
  • Press 'Next'

Adding members

  • Scroll down to 'Members who will get rung when people call this group'
  • Add everyone who needs to be able to answer calls to this group
  • If you want certain people to always be offered the call before others, toggle them to 'Call First' (switch the button to orange)
  • Anyone else should be toggled off 'Call First' (switch the button to grey).
  • These people will only get called if no 'Call First' people are available

Calling rules

Choose how long you want callers to wait (in total) for someone to pick up.

  • Select a time frame from the dropdown (let us know if you need custom shorter ring times)
  • Rather than choosing the number of seconds/rings, we recommend you ring your Spoke number yourself and see what it feels like for callers ringing in
  • Make sure at least one of the members is available when you test
  • If a caller rings in when no members are available, it won't ring at all, instead it will skip straight to your option for 'What happens if no one picks up'

Choose an offer pattern.

There are two ways Spoke can ring people's phones. These are called 'Offer Patterns'.

  1. Ring everyone at once

    • When a call comes in, ring everyone marked Call First
    • If they aren't available or don't pick up, ring everyone else in the group
  2. Round-robin (fairly distribute calls)

    • When a call comes, ring the Call First member who has been idle (not answered) the longest
    • If they don't answer, ring the next Call First person in the queue
    • If no Call First people answer, ring the 'Not Call First' person who has been idle (not answered) the longest etc. etc.

Choose how long we ring someone before also ringing the next person or people

  • This setting is only relevant if you have the offer pattern 'Round Robin' or a mix of 'Call First' and 'Not Call First' members
  • Pick a timeframe to determine how long we ring the first person in the 'queue' you've configured before also ringing the next person
  • If someone in the queue isn't available (offline or busy), or they decline the incoming Spoke call it will skip them straight away and go to the next person

What happens if no one answers

Choose what you want to happen if no one answers in the time you've set, or no one in the group is available to answer

What do you want to happen if no one picks up?

  • Send them to voicemail/message bank
  • Roll-over (forward) to another call group
  • Roll-over to an external number (Outbound call charges apply)

If you have selected the voicemail option, you will be able to configure your voicemail/message bank recording.

What voicemail message do you want to play?

  • Click the play icon to listen to the default Spoke voicemail for this group
  • If you want to change this, select the upload arrow icon to upload a new message, or record a new one
  • If you've already recorded or uploaded one via the Audio Library, select this from the dropdown menu

Every member of the group will receive missed call notifications and voicemail messages.

Send group voicemail to email or other applications

As an Administrator, you can send voicemail to call groups to one or more email addresses. This is useful for sending voicemails to support inboxes or other applications such as Zendesk, Slack or Trello.

  • login to your Spoke Phone account portal and go to Settings > Call groups
  • edit the call group
  • enter one or more email addresses
Send all voicemail for a call group to one or more emails

Send all voicemail for a call group to one or more emails

Security

You can choose to allow the actual audio files (recordings) to be attached to voicemail emails. Voicemail to email security

Numbers that call this group directly

If you want people to call this group directly, bypassing the voice menu (IVR) or main company greeting, you can assign a phone number as the group DID/DDI.

This is a good way to set up sub-brands or different companies within one account.

Once you have assigned a number to the group, you will see another option:

Message that plays to callers who call this group directly via Group's DDI

  • Select the upload/arrow icon to create or upload a 'Call Group Greeting'
    • This recording will play to callers when they first dial this number before we start ringing any members
    • If you've already recorded or uploaded one via the Audio Library, select this from the dropdown menu

Best practice would be a short, simple greeting that includes the company/brand name so callers immediately know they've got the right number, and are more likely to wait or leave a voicemail message.

Call group greetings

Please note, if your call group is included in your voice menu (IVR) and has a DDI/DID number assigned, the call group greeting message will only play when people call the DDI/DID number.

If your callers are routed to the group via your main company number and voice menu, they will not hear the custom call group greeting.

Updated 19 days ago


Call groups


Step by step: how to set up call groups and configure the calling rules that determine who and how calls are offered to employees.

Suggested Edits are limited on API Reference Pages

You can only suggest edits to Markdown body content, but not to the API spec.