Answering Calls with Multiple Team Members

If you want several people to answer your incoming calls, for example for a helpline, a support team or a sales department, CallFactory gives you several ways to set this up.

Virtual call center

With the virtual call center, calls are distributed automatically across your available team members. You choose between ring all, round-robin or sequential distribution, for teams of 1 to 50 people.

Let callers choose

You can also let callers choose who they want to speak to with a phone menu. For example: press 1 for sales, press 2 for support, press 3 for accounts.

Manage availability

Each team member can switch their availability on or off in the dashboard. When someone starts their shift, they switch to available; when they finish, they switch to unavailable. This way only the people who are working receive calls.

You can also set the call order by dragging team members up or down in the list. The system rings the first person; if there is no answer, it tries the next one, and so on.

For recurring schedules, you can use the calendar function to set availability automatically based on the day and time.

Add a queue

If all team members are busy, you can activate a queue so callers wait in line instead of hearing a busy tone.

Related features

• Virtual call center
• Phone menu
• Queue