⚡Quick answer -

You can choose how incoming calls are routed to your team by selecting a call distribution method in your settings. Heyo offers two primary Call distribution methods: Uniform and Sequential.

1. Understanding Call Distribution

Heyo offers two primary Call distribution methods: Uniform and Sequential.

• Sequential: Choose this when you want calls to be distributed one after another in a set order. Calls are forwarded to staff members in the sequence they appear on your staff list. The call will go to the first person on the list, and if they don't answer within a few seconds, it will be routed to the next person, and so on.
• Uniform: Select this when you want all staff members to handle calls equally. Calls are routed based on availability, so incoming calls go to the next available team member, helping reduce wait times for customers. This method does not follow any specific order.

You can choose how incoming calls are routed to your team by selecting a call distribution method in your settings. This ensures that calls are handled efficiently, with minimal wait time for your customers.

2. Steps to select a Call Distribution method

1. Navigate to Call & Staff Settings
1. First, go to your Settings.
2. From there, select Call & Staff.
3. Then, click on Manage Staff.
2. Select a Distribution Method
3. Save Your Changes
1. Select the method that works best for your team.
2. Click the Update button to save your changes.

3. You should also note

• If you have Interactive Voice Response (IVR) activated, calls will only be routed to staff members within the relevant department.
• Heyo also offers features like Callback, which might interfere with Call distribution. Read
• In all distributions, the call is dialled to any user for 30 seconds before it hops to the next option.

4. Global context

Beyond Heyo, there can be many other call distribution methods available and may vary a lot based on businesses. However, on Heyo, for simplicity, we have chosen the most commonly used Call distribution system.

Some common examples are parallel dialling, call queuing, etc. We have understood these are not relevant for Heyo customers.

5. Error Handling

Even with the best of sophistication, we used to build this logic on Heyo; you may experience different outcomes in practicality. Some common ones are:

• Call distribution jumping sequence.
• Call forwarding to one or two people while others are idle.

Both of these scenarios are generally due to network congestion at the telecom end and are temporary. However, if the problem persists, try changing the method or sequence, as this can help reset configurations.

6. Call Distribution synonyms

Call Distribution is also referred to as Call forwarding, Call hunting, and Call assigning in various common lingo.