Call Routing
HyperConnect helps you manage incoming calls efficiently by offering flexible call routing features. Whether you need to respond quickly, follow a specific sequence, or involve different departments, you can customize your call flow to match how your business works best.
To set up or modify your call routing preferences:
Launch HyperConnect.
Click the Settings icon.
In the Voice tab, navigate to Business hours configuration > Routing options .
Choose your preferred routing method:
Ring all users (default)
Fixed order
Ring groups in fixed order
Click Manage order if you want to customize the order of users or groups.
Click Save.
Understanding the Routing options:
Ring all users
This default setting ensures every designated team member’s phone rings at the same time. The first person to answer takes the call, helping your team respond faster. This is especially useful for busy front desks or booking lines where speed matters. Enabling this setting ensures fast response times by notifying everyone at once.
Fixed order
Calls are directed to users in a preset sequence. If one user doesn’t answer, the call moves to the next. Example: John → Smith → James This is ideal for teams where calls must follow a defined structure based on roles or expertise.
Ring groups in fixed order
Calls ring all members in a group first (for example: Remote Schedulers). If unanswered, the call routes to the next group (e.g., Front Desk). This is ideal for businesses with tiered teams or specialized departments.
Note
Click Manage order to arrange the user sequence in both Fixed order and Ring groups in fixed order options.