When to use various call handling options | MightyCall Support Portal

When to use various call handling options

Call to user

Call to User – the call will be distributed to one of the users in the account. After distribution, the call will be forwarded to the user-configured devices – cell phone, mobile app, webphone, etc. The main option if there’s only one person responsible for receiving incoming calls in the company.

leave voicemail

Leave Voicemail – the call will be directed to Voicemail. The caller will hear a prompt to leave a voice message (up to 3 minutes). This option may be used during off-hours.

call to group

Call to Group –  the call will be distributed to several people via one of three methods: Simultaneously, Sequentially, or Round Robin. If no one in the group answers the call, it will be processed according to the “No answer” rule (disconnected, sent to voicemail or forwarded to a specific user). This is a convenient option when there are several people responsible for receiving calls, for example a Sales or Support team. Unlike with the Call Queue option, when you use Call to Group the system will make only ONE attempt to call the group members after which the call will be disconnected.

  • Tips on choosing the best call distribution method in Call to Group:
    • Sequentially – if you have a chief specialist and several assistants. Calls can be distributed first to the specialist and then to the others, if that person isn’t available.
    • Simultaneously – if you want to reduce the waiting time for customers on the line. The incoming call will be forwarded to everyone in the group. The first person to pick up the phone will be connected to the caller.
    • Round Robin – when you want to evenly distribute calls between employees and avoid individual employee overload. Incoming calls will be distributed evenly among all members of the group.

queue

Call Queue – the call will be distributed to a queue of operators. You can add one to several employees to the queue (the shorter your queue, the longer the waiting time for customers). If queue operators are free, the call will be distributed based on the longest idle principle – i.e., directed to the operator who has not received calls for the longest time. If all operators are busy, the caller will be put on hold and will hear music. When an operator becomes available, the client waiting on the line will be connected to him/her. Call Queue is used when there are many incoming calls and few employees (or even one). Unlike Call to Group, it keeps customers on the line until an employee is available.

voice menu

Voice menu (IVR) – the caller will hear a voice greeting and will be prompted to press digits 0 to 9 on their phone. For each digit, you can use any option to process the call, e.g., call queue, voice message, and so on (except for the voice menu itself). This is a convenient method when you want to offer several options to the caller (e.g. call the Sales Department, Support or a specific user).

dial by name

Dial by Name – the caller will hear an invitation to dial a name instead of an extension. For example, if there is an employee in the company named John, you would dial 5466. The system would then check whether such an employee exists and connect the call. This option is useful if the callers know the names of employees rather than their extension numbers.

play audio

Play Audio – the caller will hear an uploaded audio-file. Usually used for advertisements and notifications (special promotions, information such as driving directions to your store, etc.).

non Mightycall number

Call a Non-MightyCall Phone number –  the call will be redirected to any phone number. When using this method, all additional functions such as presence indicator or forwarding numbers settings will be ignored. The call will be simply redirected from MightyCall to an external number. Important: though this option is somewhat similar to Call to User, it should be used only in exceptional cases, for example, as a backup option.

disconnect

Disconnect – the call will be disconnected. This option may be used during off-hours.

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