Answering Calls with Multiple Team Members

If you want multiple people answering your incoming calls — for a helpline, support team, or sales department — CallFactory gives you several ways to set this up.

Virtual call centre

With the virtual call centre feature, calls are automatically distributed across your available team members. You can choose between ring all, round-robin, or sequential distribution for 1 to 100 people.

Let callers choose

You can also let callers pick who they want to speak to using a phone menu. For example: press 1 for sales, press 2 for support, press 3 for accounts.

Manage availability

Each team member can toggle their availability on or off from the dashboard. When someone starts their shift, they switch to available; when they finish, they switch to unavailable. This way only people who are actually working receive calls.

You can also set the call order by dragging team members up or down in the list. The system rings the first person — if no answer, it tries the next one, and so on.

For recurring schedules, you can use the calendar function to set availability automatically based on day and time.

Add a queue

If all team members are busy, you can activate a queue so callers wait in line instead of hearing a busy tone.

Related features

• Virtual call centre
• Phone menu
• Queue