We are excited to introduce new routing and forwarding options for handling incoming calls. These updates provide greater flexibility and efficiency in managing your communications. Here’s what’s new:
You can now answer incoming IVR calls on the Web or Mobile application. Previously, these calls could only be answered on the agent’s phone number. To utilize this feature, navigate to Settings > My Staff > Select Team member > Edit > Call & Voicemail Settings > Forward Calls to.
When using the ‘Ring All’ function, you can now select the channel through which notifications for incoming calls are sent: Web App, Mobile App, or My Phone Number. Note that only one of these channels can be selected at a time. Set this option under Settings > My Staff > Select Team member > Edit > Call & Voicemail Settings > Default Channel for Ring All.
For IVR-based incoming calls, you can choose the channel: Web App, Mobile App, or My Phone Number. Only one channel can be selected at a time. This setting can be adjusted by going to Settings > My Staff > Select Team member > Edit > Call & Voicemail Settings > Default Channel for IVR.
These enhancements are designed to streamline your call management processes, ensuring that your team can handle calls through the most convenient platform.
Check out our latest article to stay updated on all recent product announcements and enhancements.
