Call Connect to Ring Multiple Users
M
Michael Dallas-Petersen
Right now the call connect feature will only call the assigned user and then bridge that call with the user if they pick up. It would be amazing if it would ring multiple users and whomever picks up first can connect the call. With equal distribution as the only option call connect isn't as effective.
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T
Trevor Shanahan
The requested feature is referred to as Ring Groups or Call Groups in the greater Telephony world.
As far as the distribution aspect generally there are the following options: Simultaneous aka Ring All / Sequential aka in a Specific Order / Rotating aka Round Robin (If users A, B, and C are in a Ring/Call Group, the first call goes to A, the second to B, the third to C, and then back to A, and so on) / Longest Idle aka Ring the user that has been idle the longest first.
These are very traditional features of any full blow phone system. Unfortunately the phone solution from GHL isn't as robust as a 3rd party solution.
Technically I think there is a way at the very least to accomplish distribution of a call in the event the 1st user doesn't answer the call by using the following logic:
Workflow:
Trigger : Start IVR Trigger
Action: Gather Input on Call
Action: If / Else (User Press 1 for Support)
Branch: User Press 1
Action: Connect Call - User 1
Action: If / Else
Brach
IVR Call Connect > #1 Call Connect > Call Status
Operator: Is = Busy
OR
IVR Call Connect > #1 Call Connect > Call Status
Operator: Is = No Answer
When these conditions are meet:
Action: Connect Call - User 2
For each additional user in the group you would need add the condition
A
Alex Mroué
This is crucial!