Choose where calls to your numbers ring

What it is

When someone calls one of your numbers back, a rule decides what happens. You can set the rule once for a group of numbers, or on a single number.

Where to find it

Settings > Outbound numbers > Number groups, and the Routing button on each number.

Steps

1. Open Settings and choose Outbound numbers.
2. Under Number groups, click New group, give it a name, and pick what calls to these numbers should do.
   

   

3. Click Create group.
4. On a number’s row, click Routing. Pick its Group, and leave the rule on Follow the group or choose a rule just for that number.
   

   

5. Click Save routing.

Good to know

• The choices are Ring one agent, Forward to another phone, Ring whoever is dialing a campaign, Send the caller to voicemail, Do not take inbound calls, and Add the caller to do not call, then end the call.
• Ring whoever is dialing a campaign rings a seat on a live block for that list. When nobody is dialing it, the call falls back to the account.
• Send to voicemail needs a voicemail box. Build one on the Voicemail boxes screen first.
• A number in no group rings the agent it is assigned to, then the last seat who dialed from it.
• Deleting a group keeps its numbers on the account. They go back to the default behavior, and call history and recordings are not touched.