A Call Group is an inbound call routing feature that allows callbacks to ring simultaneously to a group of agents so whoever is available can quickly answer the call. This article will walk you through how to set up a Call Group.

To access the Call Groups page, click on the profile dropdown in the upper right corner of the admin account. 

Under Settings, go to Inbound. 

Then select Call Groups in the left-hand navigation.

Step 1: Select + Add Call Group Button 

Step 2: Fill out the details of your Call Group

• Name your Call Group 
• Add the team members you want included in the Call Group
• Select a Fallback Number which will be a drop-down of your Verified Caller IDs

Step 3: Make sure to Click Save

Once your Call Group is created, you must assign the Call Group to a Number Pool.

To use a Call Group, Click Numbers in the secondary navigation bar. 

This will bring you to your Numbers Inventory Page.

You can create a new Number Pool by selecting Add Number Pool or you can assign the Call Group to an existing Number Pool by selecting … > Edit Number Pool.

Make sure to select Call Group for the routing strategy and then select the call group you would like to use.

Click Submit! 

Once you create your Call Group and assign it to a Number Pool, all agents in the Call Group will be notified when any number in that Number Pool receives a callback. 

If no one can answer the call, the call will be forwarded to the fallback number. 

Watch the video below to walk through these steps.

This feature is still in beta so if you have any suggestions of how we can improve, please email Product@phoneburner.com. 

Frequently Asked Questions

What accounts can use Call Groups?

Call Groups are an inbound routing setting available to PhoneBurner Premium accounts that have more than 1 team member. If you are a Standard or Professional account and would like to take advantage of this feature, please upgrade your account.

Who on the account needs to set up a Call Group?

The Call Group setting can only be accessed and set up by the administrator of the account.

Can I edit or delete a Call Group?

Yes, go back to the Call Groups page and you can select any Call Group you would like to edit or delete.

How many Call Groups can I create?

You can create as many Call Groups as needed but make sure your agents are aware of what groups they may be included in so they can properly prepare to receive incoming calls. 

After a Call Group is created, what additional steps do I need to take?

For a Call Group to be used as an inbound routing option you must assign it to a Number Pool for it to be active. In addition, you will want to make sure each of your agents in the Call Group has set up their My Routing settings. 

When can an agent receive a call back to a Call Group?

An agent will be notified when receiving a call back while in a dial session or if a member in a Call Group has forwarding enabled in their My Routing settings, it will also ring to the forwarded number. When receiving a call back to a Call Group it will not reach an agent's voicemail so if the agents are unavailable it will follow the fallback number setting set up for the Call Group. 

Once a Call Group is set up and assigned to a Number Pool, how does it route back to the agents in the group?

The inbound routing is determined by the configurations on the My Routing page for each individual agent. It will ring agents while in a dial session or will ring to the call forwarding number and whichever device that is linked to.

Are there other ring patterns available besides SimulRing?

SimulRing is the only ring pattern currently available that allows you to ring all agents in a Call Group at once. If you are interested in additional options, please email Product@phoneburner.com with your ideas. 

Can Call Groups be assigned to non-PhoneBurner numbers?

Call Groups are exclusively applicable to numbers purchased through PhoneBurner. They are not compatible with verified numbers or those obtained from sources outside of PhoneBurner.

What if I am dialing out of a SalesForce integration?
At this time Call Groups do not properly sync with SalesForce. We do not recommend using this when dialing out of SalesForce and should only be used when dialing out of PhoneBurner.