How to set Simultaneous Ringing for Call Routing

1. Feature Activation

Navigate to Virtual number → Incoming calls tab → select ‘Simultaneous ring’ as Call distribution and select the team who should receive the call.

2. Incoming Call Flow

1. Call arrives at virtual number
2. System simultaneously notifies all eligible team members. Eligible users must:
   1. Have plan and BB calling license
   2. Be inside working hours
   3. Not be busy with ongoing calls
   4. Have inbound calls permission
3. Each eligible user receives call notification with accept/decline options
4. Possible outcomes:
   • Call accepted: Other users receive notification ‘Call answered by team member’
   • Call declined by one: Continues ringing for others
   • Call unanswered: Logged as missed call

3. Call Logging

For Answered Calls:

• Logged as answered call under responding user
• Visible only to responding user by default (Also visible to other users/roles who have required permissions and scope)
• Additional visibility requires role configuration (Owner can create a new role with permission and scope as per use case)

For Missed Calls:

• Logged as missed call
• Visible to Owner and Admin roles by default. (Also visible to other users/roles who have required permissions and scope)
• Email notifications sent to users who:
  • have call logs access for the specific team
  • are part of the team themselves

Relevant Video: