If you have assigned one user to a phone number, you can customize how long a call should ring to the user, starting from a minimum of 10 seconds up to 3600 seconds. In Aircall, you’ll have three standard ringing options to choose from when utilizing a Team. By default, if no users are busy, and everyone is either Offline or Unavailable, the call will skip to the next position in the queue.ĭepending on the workflow you’ve set up for your number, calls could go to the voicemail or absence message and then will appear as a missed call in the To-do section of the Phone for the users who are assigned to the line. However, depending on your settings, there may need to be at least one user currently busy for a call to wait within the queue. Keep in mind that if teams or users are busy and unavailable to take the call, the call will not be dispatched and will remain in the queue for the allotted queuing time until a previously busy user becomes available again (this also includes users that are offline). Aircall will include the user in the distribution once they have become available again, and they will then be able to answer calls that have already been waiting in the queue. This also includes when a new call comes in and a user was previously engaged in a call, in wrap-up time, or still in mandatory tagging. If a user is a part of multiple teams or assigned to several lines, and is busy when other calls are ringing lines they are assigned to, they will be included back in each distribution as soon as they are available again. This means that the older the call, the quicker it will be distributed to the next available user. The same status is showcased on all of the phones that you are logged into.Ĭalls are distributed in the order of first in, first out. This includes all applications they are signed into, as well as any forwarding devices that are enabled on their user profile. Let’s take a look at using that principle to your advantage.Īs soon as you receive an incoming call with an available user, Aircall will distribute the call to that user, which will ring to their Phone application. The more users or teams you have assigned to a phone number, the more likely it is that your calls will be answered and you’ll experience fewer missed calls. The user is offline (the app is switched off, or the computer is in sleep mode/off) The user is outside of their set working hours The user is set as Unavailable in the availability bar Or the user is in wrap-up time or after-call work (mandatory tagging) The user is not in-call, in wrap-up time, in after-call work (mandatory tagging), outside of their set working hours, or set to Do not disturb Or the user has a Forward-to-device activated The agent is connected to an app (desktop, web, or mobile) These possibilities are narrowed into three availability statuses which determine how calls are routed: Please note that when selecting Unavailable, you will additionally need to select from the unavailable reasons listed below: As a best practice, we recommend that users utilize the availability feature (set up through their user profile on the phone) so that their availability will automatically change to Available and Do Not Disturb based on their schedule. Next, it’s essential that you have assigned users and/or teams in the call distribution of the phone line so that calls can be answered. Additionally, you will want to determine which messages you would like to enable so that customers can either leave a voicemail or call back when the phone number has opened again/there are more available agents. You can follow the set-up guidelines to establish your business hours for each of your phone lines so that the number will open and close automatically each day. If your phone number is closed, or your users are unavailable, then the call will not be routed to them. In Aircall, the routing is based on the following distribution criteria:Ĭalls will be routed through to your users based on the business hours of your numbers and the availability of the users assigned to each line. By understanding and making use of Aircall's routing logic and different ringing rules, you will be able to set each number up to route calls to your Users or Teams based on pre-established criteria such as business hours or skill. While setting up your numbers, you can take a closer look at understanding Aircall routing through this guide.Ĭall Routing is the system that dispatches incoming calls, based on the Availability status of users. Setting up your phone number for optimal success is a key step in getting your users ready for Aircall.
0 Comments
Leave a Reply. |