Many businesses that receive incoming calls from Prospects or Clients want those calls answered as quickly as possible to avoid voicemail/callbacks. Avoiding phone tag and answering on the first incoming call improves customer experience and increases loyalty. This is where using Groups + Simultaneous Ring in your Call Flows can be incredibly helpful.
Typically, Groups are assembled based on functional expertise. You might have a group for Sales, for Customer Support, for Billing, and so on. When an incoming call is routed to the Group and Simultaneous Ring is selected, everyone in the group will have their smrtPhone account ring. Whoever answers first handles the call. This way, the caller reaches the first available person as quickly as possible and does not have to go through several rings as the Dial Applet tries the Group members in order.
How to set up Simultaneous Ring
Using the Dial applet from your Flow Creator, smrtPhone gives you the option to call a group of people simultaneously or sequentially. This option can be found under the name of "Simultaneous Call".
If you choose to enable this option, all the members within the group that you previously assigned in the "Dial" box will be called at the same time ( the system will call both the dialers within the browsers and their personal devices at the same time if they have an active personal device in their account)
You also have the option to call multiple phone numbers at the same time by adding the phone numbers in the "Dial Phone Number" box.
Note: Simultaneous call does not work with physical VoIP phones, only through the web application or mobile app. Also, each number must be placed on a new line.
If you choose to disable the Simultaneous Call option, the system will still call all the phones within the browser at the same time for every member of the group but as soon as the call is marked as missed it will be forwarded to each member's personal device sequentially according to the order of the member in the group.
The same principle apply to the numbers added in the "Dial Phone Number" box. The system will call each number sequentially according to the order of the number in the box.
Note: Simultaneous calls do add an extra cost as the system is making multiple calls at the same time.
Learn More About Inbound Communication Settings Options: