You can create teams so that you can redirect the incoming calls to several agents which can be cascaded in the three orders  Simultaneously, Fixed and Round Robin.

These orders can be used to decide the incoming call flow.


How to create a Team-


Video reference- https://www.youtube.com/watch?v=YYUb7oECMqE


Step1:  Login To Callhippo -> User & Performance -> Teams





Step2: Click on the Create Team.



Step3: 

Cascading orders-


Call cascading is a method that allows you to distribute incoming calls within your team in a specific order. 

There will be 3 types of cascading orders visible in front of you:

  • Simultaneous Order: In this order, all the members of the team will get a call at the same time. Once a team member receives the call, it will stop ringing for the other members. 




You can allocate and deallocate users to fit in the simultaneous order as per your requirements by simply clicking on them.


  • Fixed Order: Based on this order, incoming calls will go to the first designated user, but if he or she is busy on another call then the call will automatically go to the next designated user in the team. 



You can set the priority by entering numbers from 1-9 in the boxes provided in front of the user's name. You can also set the same priority for multiple users. Users will receive calls as per the set priority i.e. 1st to last priority.

For example:  If user1, user2, user3 have priority 1, user4 and user5 have priority 2, user6 and user7 have priority 3. Call will ring to user1, user2, and user3 at the same time, after that call will ring to user4 and user5 at the same time and after that to user6 and user7 at the same time.


  • Round Robin Order: In this order, the first call will go to the first appointed user and the second call will go to the second appointed user of the team, and so on. However, if any user is not picking up a call, then the next call will go to the same user.



Simply grab one of the user’s tabs in the Allocate Members section and drag it up or down to set the desired order. 

After setting up the cascading orders click on the “Create” button.



Step4: You can set a custom ringing time for incoming calls.




Step5: If you wanted to transfer the call then you can Click on the checkbox and select the team to whom you wanted to transfer the call.



Note: At least two teams should be there to transfer the call.