You can create teams in CallHippo to efficiently redirect incoming calls to multiple agents. 

Calls can be cascaded in three different ways: Simultaneous, Fixed, and Round Robin, allowing you to control the call flow.

Steps to Create a Team:

  1. Login to CallHippo → Navigate to User & Performance → Select Teams.



  1. Click on Create Team.

Call Cascading Orders:

Call cascading allows you to distribute incoming calls among team members in a structured manner. 



You can choose from three cascading orders:

  • Simultaneous Order:

    • All team members receive the call at the same time.

    • Once a member answers, the ringing stops for others.

    • You can allocate or remove users from this order as needed.

  • Fixed Order:

    • Calls go to the first designated user.

    • If that user is busy, the call moves to the next designated user.

    • Priority is set using numbers (1-9), allowing multiple users to have the same priority level.

    • Example: If User1, User2, and User3 have priority 1, User4 and User5 have priority 2, and User6 and User7 have priority 3, then:

      • The call rings for User1, User2, and User3 simultaneously.

      • If unanswered, it moves to User4 and User5 together, then User6 and User7.

  • Round Robin Order:

    • Calls are assigned sequentially to team members.

    • The first call goes to User1, the second to User2, and so on.

    • If a user doesn’t pick up, the next call is routed to the same user.

Example of Round Robin in Call Cascading 

Let’s say there are 3 agents: John, Sarah, and Alex.

If 3 calls come in:
Call 1 → John Call 2 → Sarah Call 3 → Alex
For the next set of calls, the cycle repeats:

Call 4 → John Call 5 → Sarah Call 6 → Alex

If Sarah is unavailable, the system skips her:

Call 7 → John
Call 8 → (Sarah unavailable) → Alex
Call 9 → John


To set the order, select users in the Allocate Members section. Once done, click Create.


Additional Settings:

  • Custom Ringing Time: Set a specific ringing duration for incoming calls.

  • Setup a Backup Team: Enable the backup team by selecting the checkbox and choosing a target team.

1. Can I customize the call cascading order for different teams?

Answer: Yes, CallHippo allows you to customize cascading rules for each team. You can set:


  • Priority order of agents

  • Fallback options (e.g., voicemail or external number)

2. What happens if no one answers in the call cascading order?

Answer: If no agent answers, the call can be:

  • Forwarded to another team

  • Redirected to voicemail