How to forward calls to multiple phones in 3 steps:
- Create a new call flow.
- Enter the users/phone numbers where you want calls forwarded.
- Set up a no-answer rule, such as a voicemail.
In this article, you'll learn about forwarding calls, ringing multiple phones simultaneously or in order, and how to forward calls to multiple phones with Telzio.
Can I Receive Multiple Calls on One Phone Line?
To receive multiple calls at the same time on a single line, you need a business phone service provider like Telzio that can support simultaneous ringing. Simultaneous ring is a business phone service capability that enables multiple calls to be handled on a single phone line at the same time - without callers reaching a busy signal. Setting up multiple phones to ring simultaneously helps incoming calls get answered more quickly, and consequently delivers a better customer experience. Calling patterns and ring groups can be easily customized to route incoming calls to specific devices, right through the convenience of your internet browser. This article will go over common configurations, and opportunities to leverage simultaneous ringing with other calling features of your business phone system.
What is Simultaneous Ring?
Simultaneous Ring is a business phone service feature that routes incoming calls to multiple phones at the same time. Calls can be forwarded to a user's desk phone, computer, and mobile device, as well as to multiple users. As soon as the call is answered on one phone, the other phones stop ringing.
How Forwarding Calls to Multiple Phones Works
The first step is to create a list of “destinations” where you want calls to be forwarded. The list can be made up of users, groups, and other phone numbers, and is also known as a hunt group.
With Telzio, each device is assigned a unique username, so the forwarding list could contain multiple devices belonging to the same person, as well as multiple devices belonging to different people.
For example, you can set up a phone number to ring one person on their desk, computer, and cell phone. Alternatively, you can set up a phone number to ring multiple people on a combination of their devices.
Then, you choose whether you want the call to ring all recipients on the list at the same time (simultaneously), or if you want the call to go down the list and ring them one-by-one (sequentially).
If you set calls to ring everyone simultaneously, then the first person to answer will get the call. If you set it to ring sequentially, then the call will try the first selection on the list, and so on.
In Telzio, we call the Simultaneous Ring setting “Call All”. It’s a powerful and easy-to-use Call Forwarding feature that enables you to create a list of extensions and/or groups, and choose between ringing them all simultaneously, or one-by-one.
Simultaneous Ring versus Sequential Ring - Which one is better?
Setting calls to ring multiple phones simultaneously is better for customer wait times. It’s generally best practice to implement this approach for customer support and sales lines. For non-urgent lines and prioritizing members in a forwarding list, sequential ringing is suitable. For example, you may want all calls to go to Person A first, and if he doesn’t answer, then the call can move to Person B. In that case, you would select sequential ringing.
Benefits of Simultaneous Ring
Prevent missed calls
This feature can be configured to connect multiple devices like your desk phone, mobile phone, and webphone. Should you be away from your office or traveling, you can rest easy knowing you will not miss a call.
Improve your availability
It can be quite difficult to know when an important call will come in. The added accessibility for your customers to reach you at any time can improve customer satisfaction. For the self-employed and small businesses with a limited workforce, this can be a huge positive where success favors staying connected.
Streamline inbound calls
By having all your devices synced, you can also virtually merge your numbers to act as a funnel that points towards your connected phones. In cases where you want to be selective on who you hand out your personal number, this opens the flexibility to distribute your work, personal, or even toll-free number.
Related: Eliminate Rollover Line Costs with VoIP
Common Configurations
There are several ways you can implement simultaneous ring features and here are some scenarios that make it shine.
The most common is when calls ring one recipient on their desk, mobile, and computer phones. Great for self-employed or small business owners and in cases where you have an assistant, they can answer and screen the call.
Another use would be to simultaneously ring a group of employees’ preferred device, which can entail a desk phone, webphone, or mobile app. Terrific if you have employees that are in-office and others that are remote.
The last is a combination of the two, in cases that you aren’t able to answer a call, it will automatically move on to ring a backup group. Best way to catch all incoming calls before it would reach a voicemail option.
Augment Capabilities with More PBX Features
Simultaneous ring comes built-in with Telzio’s services and is a breeze to configure with dozens of other features. Here are ways you can get the most out of this feature and tune to your liking.
Opening Hours will help define when you want certain devices to ring depending on your hours of operation. If you’re out of the office after 5 pm, you can schedule your office desk phone to not receive simultaneous ringing while keeping it active for your mobile phone, webphone, or home phone. This concept also applies to groups or individual agents should they have different scheduled hours.
Call waiting queues are a great way to redirect a caller to any available agents during times that you are unavailable. It also offers callback requests in cases that nobody is able to answer but can return the call shortly after.
Another scenario where a call can’t be answered, you can set up a voicemail if a caller doesn’t wish to have a call returned but wants to leave a message. Having an announcement for any special events or updates is also a great tool to keep your callers informed.
Telzio’s mobile app has a setting where you can toggle do-not-disturb. There might be times where you don’t want all your devices ringing while you’re at your desk, and DND is there to solve that. Another common use for this setting is if members of a group have different lunch hours and don’t want their cell phone ringing while on break.
How to Forward Calls to Multiple Phones in 3 Steps
Step 1: Open a New Call Flow
Telzio Call Flows are the easiest way to customize call forwarding features for your business. We’ve taken sophisticated features and simplified them into a visual workflow editor so there’s no programming or technical expertise needed to implement them for any small business.
To open a new Call Flow, simply navigate to the Call Flows page from your Telzio Dashboard, and click Add Flow.
From there, you’ll see the beginning of a Call Flow, where you can start by adding the first feature, or “action” that you want to happen when a caller reaches your number.
See the Call Flow in action here.
Step 2: Enter Call Forwarding Details
When you click to add the Forwarding action, you’ll get a window where you can enter the call forwarding details.
The most important part of the Forwarding settings is the bottom section where you can add “Destinations”. Destinations can be another phone number or a Telzio User. You would choose User as the destination if you want to forward calls to an IP phone or the Telzio mobile app.
Another option for forwarding calls is to use a queue, which keeps callers on hold until the next agent is available. You can create unlimited queues with custom hold music and receive live reporting through the Telzio dashboard.
One of the benefits of call forwarding service from Telzio is that there is no cost to forward to additional users. Unlimited users are included.
Within the Forwarding settings you can add details including:
- Call Distribution – Call all the agents at once, or in order.
- Call Settings – Record calls and screen calls.
- Caller ID – Show the caller’s number or show your business number.
- Hold Music – Play hold music for callers while they wait.
- Hold Message Voice – Make an announcement while callers wait.
Call forwarding can also be scheduled to route calls based on the time of day. For example, you can forward calls to Group A from 8 to noon, and Group B from noon to 6 pm.
Step 3: Set up a Voicemail
For the final step of the Call Flow, you can add a Voicemail in the case that no one is available to answer the call. You can send Voicemails to an email, an individual User, or a group of your Users.
In this article, we’ve created a very simple Call Flow, which routes incoming calls to a group of people and then on to a voicemail if there’s no answer.
With features like Queues, Phone Menus, and Business Hours, you could design a Call Flow that looks much different!
Schedule a demo today and start forwarding calls efficiently with a Telzio phone system.