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This guide details the call distribution functionality available in the Inbox Calling Settings. Call distribution is a vital feature that allows you to set up specific rules for directing incoming calls within your organization, ensuring efficient call management and response.
Setting Up Call Distribution
In order to set up Call Distribution go to Settings - Inboxes - chose the Inbox where you want to set up Call Distribution and enable it.
Ring Groups: You can create ring groups as part of your call distribution strategy. Simultaneous ring groups can include 1 to 10 members from the Inbox where call distribution is set up. Ring groups with Round Robin or Linear Round Robin rules can have unlimited number of members.
Calling Rules: There are three calling options for each ring group:
Round Robin: Calls are distributed one by one among group members in a sequential manner. For each inbound call only one member is selected from the group to possibly answer.
Linear Round Robin: Call is run through all members included in Linear Round Robin list until every member is tried or until the call is answered.
Simultaneous: All group members are called at the same time.
Ring Duration: Specify the duration of the ring for each group. Note that there is a Twilio-enforced maximum of 60 seconds per ring.
Group Limit: You can set up a maximum of five groups in your call distribution system.
Call Propagation: If a call is not answered within the specified timeframe, it automatically moves to the next option. This process repeats until all options are exhausted.
Unanswered Calls: If all options are used and the call remains unanswered, it will either be dropped or directed to voicemail (if voicemail setup is available).
Example of Call Distribution Setup
Consider scenario in the image above:
An incoming call first tries to reach either Nancy, Johan ar Vald based on a round-robin sequence for 40 seconds. If unanswered, the call then attempts to reach Nancy and Johan simultaneously for another 30 seconds. Note that a single member can be included in multiple steps, like Nancy is included in both ring groups in our case.
CRM Distribution
This feature allows for more dynamic call routing based on CRM data.
Integration with Hubspot: By enabling CRM distribution, you can select a Hubspot property to route calls. Only fields marked as âHubspot Userâ are eligible.
Member Mapping: This feature routes calls to a member of an inbox associated with a Hubspot User specified in a contactâs field.
Disabling CRM Distribution: Turning off CRM distribution will remove its settings from the distribution menu.
To use CRM distribution effectively, ensure the Hubspot integration is connected and configured correctly.