How to Route Incoming Calls to a Team in FreJun?

Routing incoming calls to a team in FreJun ensures no customer call goes unanswered while enabling fair call distribution among agents. By assigning a virtual number to a team and selecting a smart call distribution method, businesses can improve response time, collaboration, and customer experience.

FreJun’s team-based call routing works seamlessly for sales, support, and recruitment teams, allowing inbound calls to be handled efficiently using strategies like round robin, simultaneous ringing, longest idle, or sticky agent routing.

Step 1: Create a Team

Before routing calls to a team, you must first create the team. How to create Teams

Step 2: Assign a Virtual Number to a Team

Once your team is created, follow these steps to route incoming calls:

1. Log in to your FreJun account as an Owner or Admin.

2. Go to the Virtual Numbers tab.

3. Select the virtual number you want to assign to the team.

4. Navigate to the Incoming Calls tab.

5. In the “Connect To” field, change the selection from User to Team.

6. Select the team you want to assign the number to.

7. Choose the appropriate Distribution Pattern based on your needs (e.g., Simultaneous, Round Robin, Sticky agent, Longest Idle, etc.).

8. Click Save.

All incoming calls to this virtual number will now be routed to the selected team based on the distribution method chosen.

📤 Step 3: Give Outbound Access to Team Members

To allow specific team members to make outgoing calls using the virtual number:

1. Go to the Virtual Numbers tab.

2. Select the same virtual number.

3. Click on the Outgoing tab.

4. Add the users you wish to grant outbound calling access to.

If you need any assistance or have further questions, feel free to reach out to FreJun Support via chat or email at support@frejun.com

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