Call Forwarding: Group Ringing & Answer Rates

Route calls to a ranked group of phone numbers — trying each in order, at random, or by weight — instead of a single destination.

• Franchise: Give the nearest local branch the first chance to answer a call. If unavailable, forward to a central contact center rather than losing the call.
• Call center: List all your call center agents’ numbers, and prioritize calls to higher-performing agents first, or distribute calls equally among agents.
• Call center: Let agents decline an incoming call — Invoca forwards it to another agent rather than hanging up.

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Setting up a ring group

1. In your call treatment, find the node where you want to forward calls, then select Forward to a group of numbers.
2. Use “Call next number if no answer in ___ seconds” to set how long each number rings before moving to the next. Invoca lets a number ring for the length you specify unless it’s busy, in which case it forwards immediately.
3. In the Attempt to connect calls dropdown, choose how to distribute calls:
   • In order: always tries the first number on your list first, then down the list in order.
   • In random order: each call is equally likely to go to any number on your list.
   • In weighted order: assign a weight to each number. Higher weights receive more calls — for example, numbers weighted 1 and 2 receive roughly 33% and 67% of calls respectively. The Distribution section next to each number shows the effective split.
4. To limit how many numbers Invoca attempts before moving to a backup (rollover) number, choose a limit from the Limit total attempted phone numbers dropdown. This keeps connection times short while still prioritizing your preferred agents.
5. To let agents accept or decline a call, check Call Acceptance. After answering, the agent is prompted to press 1 to accept or 2 to decline — or say “Yes” or “No” if speech recognition is enabled on your account.
6. In the # of Simultaneous Calls dropdown, choose how many agents to dial at once. If more than one, the first agent to accept receives the call.
7. Click + Add Number to add each number in your group:
   • Label: a name you’ll recognize later, like a branch or agent name.
   • Number: the destination phone number. Click Use Demo Number to add a dummy number for testing.
   • Weight: if using weighted distribution, enter this number’s weight.
   • Enabled: toggle on to include this number in the distribution, or off to disable it — disabled numbers are skipped until re-enabled.
8. Save your call treatment when finished.

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Where to go next

• Call Treatments & IVR