Calling rules

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

  1. Select a time frame from the dropdown (let us know if you need custom shorter ring times).
  2. Rather than choosing the number of seconds/rings, we recommend you ring your Spoke Phone number yourself and see what it feels like for callers ringing in.
  3. Make sure at least one of the members is available when you test.
  4. If a caller rings in when no members are available, it will not 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 Phone 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.
  1. 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 user in the queue.
  • If no call first users answer, ring the 'not call first' user who has been idle (not answered) the longest.

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

  1. This setting is only relevant if you have the offered pattern 'round robin' or a mix of 'call first' and 'not call first' members.
  2. Pick a timeframe to determine how long we ring the first person in the 'queue' you have configured before also ringing the next user.
  3. If someone in the queue isn't available (offline or busy), or they decline the incoming Spoke Phone call it will skip them straight away and go to the next user.

 

Call group greetings

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

If your callers are routed to the group through your main company number
and voice menu, they will not hear the custom call group greeting.
Was this article helpful?
0 out of 0 found this helpful

Comments

0 comments

Please sign in to leave a comment.