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Set Up and Manage Call Groups

Build the lists of phone numbers your IVR dials when a caller selects a route.

A call group is an ordered list of phone numbers. When a caller selects a route, the IVR dials each number in the group one at a time until someone answers. Call groups are managed at the account level and can be shared across multiple routes and properties.

Navigate to Call Groups

  1. Click "Leads" from the main navigation bar
  2. Click "+ Call Tracking" from the sub menu
  3. Click "IVR" to expand the section
  4. Click "Call Groups" from the submenu 

Create a Call Group

  1. Click the "+ Add Group" button on the bottom left of the page 
  2. Give the group a name that reflects its purpose (e.g., "Leasing Team" or "After-Hours On-Call")
  3. Click "Save" to finish

Add members to a Call Group

  1. Select a Call Group from the list on the left under “Call Groups” 
  2. Click "Add Phone Number"
  3. Fill in the following for each member:
  1. Label:  the team member's name, for your reference
  2. Phone Number: their full phone number
  3. Languages: tag EN and/or FR as an organizational note. This does not affect call routing.
  4. Click on “Save” 
  1. Toggle on "Enabled" to include this number in the dialing sequence
  2. Repeat for each member you want to add 
  3. Click "Save Settings" to finish

 

 

Note: Each Call Group can have up to 10 phone numbers. Numbers are dialed one at a time in the order shown. There is no simultaneous ring option.

 

Note:If a team member's voicemail picks up within the ring timeout, the system treats the call as answered and stops dialing the rest of the group.

 

Set the Dialing Order

Drag and drop rows to reorder members. The system dials from top to bottom, so place the most available number first.

Assign a Call Group to a route

  1. Click "IVR" then "Properties" from the Call Tracking sub menu
  2. Click on the property you want to update
  3. Expand the route you want to assign the group to
  4. In the "Call Group" field, select the group from the dropdown
  5. Click "Save Settings" to finish

 

Tip:The same call group can be assigned to multiple routes or properties. If the same team handles more than one line, you only need to create the group once.