Call Group - Voys Reach

The smart way of ringing

In the call group, the call method can be selected as 'smart order of ringing'. Voys Reach then ensures that the incoming call reaches the colleague who can best help the caller. We see that in call groups where the smart way of ringing is on, short conversations are held and fewer transfers are made. As a result, your callers are treated in a more personal and qualitatively better way

The variables

Here are the steps Voys Reach looks at when offering an incoming call:

• When a call rings, it will look up which colleague last spoke to the caller within the last 48 hours. This colleague will be offered the call.
• Voys Reach is capable of detecting changes in a user's availability. For example, you have set your availability on the app. You answered a call in that app. The person who called calls again, but the receiver has meanwhile changed the accessibility on the Webphone, so the Webphone will ring first.
• Depending on the availability of the user, forwarding to a landline/mobile number is now also supported. So if a customer calls and a specific user is most likely to answer the call and that user has set availability on their mobile phone number, the call will be forwarded to that mobile number.
• If there are a number of colleagues who have spoken to the caller in quick succession, the call will be routed to all these colleagues
• Are these colleagues not available? Then the system will check who has spoken to the caller within the last 48 hours. The call is offered to this colleague
• Is this colleague also unavailable, or has the caller not called you at all in the past 48 hours? The call is then offered to all available destinations in the ring group.
• Voys Reach also looks at outgoing calls, has a colleague recently called a certain number, and is this number now calling back? Then we take that information into account when we look at who should be offered the incoming call. This way, you can speak to someone faster who responds to a missed call, for example!

• Smart ring order does not work in a queue. Queuing settings always 'overrule' the Dial plan settings.
• We ensure that callers do not wait unnecessarily long. Is the first preferred destination available but not responding? Then the call is offered at 1/3 of the ring time at the second preferred destination. If there is no answer there either, the call rings at 2/3 of the ring time to all available destinations in the ring group.
• External destinations such as mobile forwarding are not included in the smart ring sequence. However, they will ring when the entire call group rings. In combination with the smart ringing sequence, we cannot send the number called, only the number of the caller.
• There is a maximum ring time of 30 seconds on the first extension. This prevents the first device from ringing alone for 450 seconds with a long ring time of, for example, 900 seconds.

You can select the smart way of ringing in the call group. The smart ringing sequence is then immediately active. This looks like this: