When your call has passed through the greeting, recording notice and business hours prompt, it is now ready to be answered. We call this routing (or dispatch). If you haven’t selected the IVR option (see here), you’d see the following screen. To route the call to your agents, you should select a Ring Group, or a User.
There is also a checkbox on Ring Groups that turn on the queue functionality (on some Aloware versions, this checkbox is embedded into the Ring Group page itself). Please see below for combination of different options available:
- Route to Ring Group: Calls are connected to the ring group in the order they are received. The ring group might or might not have a queue for callers to wait in. Prior to Dec 2019, we called this Fast Forward and Smart Queue – that setting has been moved to Ring Group settings.
- Route to User: send the call directly to a user. If the user is not available, their voicemail will pick up the call.
- Dead End: Do not connect the calls to any agents and send them to voicemail directly. This option is only useful when you don’t want to answer calls on this line.
Selecting a Ring Group
You should select a Ring Group to connect your calls to. You can use the modify button to view the Ring Group members. You can think of Ring Groups as departments, teams, or any other ordered list of Agents that answer calls. Ring groups also host Aloware’s Smart Queue functionality and can create queues, play wait music, route calls to uses based on priority, etcetera.
Note: Selecting IVR will override simple routing you setup here.