Every Spoke account has a default Call Group named Reception Desk. Users you add to this group can answer calls to any of your numbers set to 'All Locations'.
You can setup more Call Groups to route calls to places other than the Reception Desk.
Setting up call groups:
- Go to your Spoke Account on our website.
- Go to Settings > Call Groups
What can I do with Call Groups?
Create Call Groups to route callers to departments such as Sales and Accounting.
Assign a Call Group to be part of your Voice Menu, so callers can "Press 1 for Sales" for example, and get routed to your sales team. To do this, enter a number in the 'IVR Key' field.
Call Groups can have sophisticated rules around who gets called first, how long the caller waits for someone to answer, and what happens if no one answers the call.
Call Groups can have direct dial numbers, custom greetings and custom voice mail message, so you use a Call Group to run a second company or brand. See Setting up multiple companies or brands.
Add one, some, or all users into a call group. Users can belong to no groups, one group, or multiple groups.
Call Group terms and definitions
- IVR Key / Caller Presses - Optional. Set this between 1 and 9 if you want callers to be able to select this Call Group from your Voice Menu. E.g. "Press 1 for Sales."
- DDI / Numbers that call this group directly - An optional direct dial number that can be added to a Call Group, allowing callers to call the group directly, bypassing the main company greeting and Voice Menu.
- Members - the users who will get rung when people call this group.
- Call first - Set which members are usually responsible for answering calls. Spoke will ring these people first, if they are available, before ringing others in the group.
- 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.
- Round-robin (last person first) - When a call comes, ring the Call First member who answered a call the longest time ago. If they are not available, ring the next Call First person in the queue. If no Call First people are available, ring the 'Not Call First' person who answered a call the longest time ago. etc. etc.
Basic features of Call Groups:
- Be added to the Voice Menu so callers can "Press 1 for Sales", etc.
- Add one, some, or all users (Users who answer calls to this group)
- Who gets called first (Users in the group who typically answer calls)
- How calls are offered (Call everyone at the same time, or round-robin)
- For round-robin, how long we try someone before calling the next person in the queue
- How long callers waits for someone to answer
- Send unanswered calls to Voicemail
- Custom voicemail message per group
- Send unanswered calls to another Call Group
- Send unanswered calls to an external number or service
Advanced features of Call Groups:
- Assign a DDI (Direct dial number) so callers can call this group directly
- Be excluded from the Voice Menu (for internal use only)
- Play a custom greeting to DDI callers
- Be hidden from the Voice Menu
Internal Call Group use
While some Call Groups may be included in your Voice Menu so customers can select the group, others may not. For instance you can create Call Groups for conference calling or internal use only, E.g. not included in your Voice Menu.
Users can call, transfer callers to, or start conference calls with any Call Group.