📋 Summary

This training video explains how to use Call Groups in the PhoneBurner® system to route inbound calls—specifically callbacks to a designated phone number or number pool—to a group of individuals on your team. The setup starts by navigating to Inbound Settings via the user’s profile menu and accessing the Call Groups section. From there, users can create a new call group, assign team members, and set a fallback number (a verified caller ID) to handle calls when no one in the group is available. Once the group is created, it can be assigned as the routing strategy for any number pool. When a prospect calls a number within that pool, all group members are notified simultaneously (simul ring), and whoever is available can take the call. If no one answers, the call is routed to the fallback number. This process ensures responsive inbound communication and flexible call distribution among team members.

🏷️ Tags

PhoneBurner, inbound calls, call routing, call groups, fallback number, number pools, team collaboration, inbound settings, routing strategy, callback management, simal ring, verified caller ID

📝 Cleaned-Up Transcript

Hello there! Thank you for taking a moment to watch this video. In this specific training, I want to talk to you about inbound call routing, and more specifically, how to ensure that callbacks to a specific number or number pool in your PhoneBurner® account get routed to a group of individuals on your team.

This feature in the PhoneBurner system is called Call Groups.

To create a Call Group:

1. Click on your initials in the upper-right corner of the page.

2. Go to Settings, then scroll down to Inbound Settings.

3. On the left-hand side, click Call Groups.

The first time you visit this section, there won't be any groups created yet. To create one:

• Click Add Call Group.

• Give your group a name (e.g., “Closers”).

• Assign team members (e.g., Heather and Larry).

The purpose of a Call Group is to have multiple people available to receive inbound calls. However, if no one is available at the time of the call, you’ll need to set up a fallback number.

To assign a fallback number:

• It must be a verified caller ID in your PhoneBurner account.

• This could be your cell phone, office phone, or a purchased PhoneBurner number already assigned to another number pool with a different routing strategy.

I’m going to select a verified number from another number pool and save this Call Group. That’s it—your Call Group is created!

Now, how do you use a Call Group?

You’ll see the group listed (e.g., “Closers”) with a simul ring setting. This means all group members will be notified when an inbound call is routed to this group.

Next, let’s assign this group to a number pool:

1. Go to Number Settings.

2. Find a number pool you want to use for this routing strategy.

3. Click Edit.

4. Rename the pool if needed.

5. Change the Routing Strategy from something like “Last Caller” to Call Group.

6. Select your “Closers” group.

7. Click Submit.

Now, anytime someone calls a number from that pool:

• The call is routed to your Call Group.

• All members will be notified simultaneously.

• Whoever is available can answer.

• If no one answers, the call is routed to your fallback number.

And there you have it! That’s how easy it is to create a Call Group and configure a number pool to use it as a routing strategy.

Thanks for watching—and happy dialing!