Follow Me Calling

Updated: September 30, 2024

Follow Me Calling is a feature that enables calls to follow agents across multiple devices and locations, ensuring important calls are not missed. This guide will walk you through configuring and utilizing the Follow Me Calling feature in your system.

Go to: Account > Users > Edit > Follow Me Calling

Standard Call Flow

By default, calls route to the agent's phone. If the agent does not answer, the call is sent to the agent's voicemail. Enabling Follow Me Calling overrides this with a "Ring Group" to attempt multiple numbers.

Follow Me Calling Options

From the drop down menu, default should be Default: Agent's Web Phone.



1. Default Agent’s Web Phone
This is the standard routing, where calls go directly to the agent's web phone.

From the drop down menu, select Follow Me Calling: (Ring Group).



2. Follow Me Calling (Ring Group)
This feature allows the system to route calls to a predefined Ring Group, which can include several destinations:

• Ring Time: Set the maximum time (in seconds) for the call to ring before moving to the next step or destination.
• Call Confirmation: When enabled, it requires agents to press "1" to accept the call, preventing other voicemail systems from intercepting.
• Call Confirmation Announcement: Optionally plays an audio message if Call Confirmation is enabled.
• Too Late Announcement: Optionally plays an audio message if another agent answers before the called agent can respond.
• Failover Destination: This allows for a backup destination if the primary destination is not available. The default is the agent’s voicemail.
• Call Recording. If set to "Yes," calls will be recorded when they're routed through "Follow Me Calling." 

From the drop down menu, select Destination Override: (Advanced).

3. Destination Override (Advanced)

This setting allows for more complex call routing, where calls can be forwarded to various system destinations such as:

• Other agents
• External phone numbers
• IVR
• Voicemails
• Queues

Available and Member Destinations

• Available Destinations: Calls can be directed to an agent's web phone or external phone numbers. This column displays destinations that are currently available within the account.
• Member Destinations: Destinations that are going to be part of a Follow Me Calling Ring Group must be assigned to the "Member Destinations" column. You can drag-and-drop or click the + sign to add destinations.
• Delay Seconds: This Member Destinations feature allows for a delay in ringing certain destinations. For example, you can set a delay for specific numbers to stagger the ringing. This can prevent issues such as network congestion that may prevent calls from going through

Troubleshooting & Best Practices

• Simultaneous Calls: If sending multiple calls simultaneously causes issues, consider setting delays between destinations.

• Test Calls: After setting up Follow Me Calling, always run test calls to confirm that the routing works as intended.

Click Save to finish.

Conclusion

The Follow Me Calling feature is highly customizable and ensures that calls can reach agents wherever they are. By understanding and configuring the available options, you can enhance the efficiency of your call routing system. For further assistance, please contact support.