Routing and forwarding options for incoming calls

📲 Forward IVR inbound calls to Web or Mobile app

Incoming IVR calls can now be answered on the Web or Mobile application too. Previously, they could only be answered on the agent’s phone number. You can choose one or more of these channels under

Settings > My Staff > Select Team member > Edit > Call & Voicemail Settings > Forward Calls to.

🔔 Default Channel for Ring All

When using the ‘Ring All’ function to notify multiple agents of incoming calls, you can select which channel to use: Web App, Mobile App, or My Phone Number. Only one of these options can be selected at a time. You can choose one of these channels under

Settings > My Staff > Select Team member > Edit > Call & Voicemail Settings > Default Channel for Ring All.

🔔 Default Channel for IVR

When using IVR for incoming calls, you can select which channel to use: Web App, Mobile App, or My Phone Number. Only one of these options can be selected at a time. You can choose one of these channels under

Settings > My Staff > Select Team member > Edit > Call & Voicemail Settings > Default Channel for IVR.