This feature allows to automatically transfer incoming calls to the owner of a specific record. By directing calls to the appropriate record owner, your team can ensure faster response times, personalized interactions, and improved customer experience.
Configuring Transfer to Record Owner
It may seem like a lot of settings, but this is really straightforward. It is important not to leave settings blank when we say they are required. Or your calls can fail.
You will need to configure the following settings:
- Action: Call Transfer
- Transfer Target: Record Owner
Here is an explanation for each setting.
- Queue No Answer Timeout: How long the system waits for the user to answer before triggering fallback behavior.
If this field is left empty, the incoming call will be sent to the No Answer IVR after all ringing rounds are completed. If a value is specified, the call will remain in the queue for the defined number of seconds before being redirected to the No Answer IVR. If a user becomes available during this time, the system will attempt to connect the call. - Use Waiting Audio & Queue Waiting Audio: This audio is played while the user waits. Try some soothing music or information about the company.
- Say Position in Queue & Position Message: A robot voice that is played in between the Queue Waiting Audio. If there’s no Queue Waiting Audio, this will loop.
- No Answer IVR: This setting defines where the caller is directed if the call is not answered. While it typically routes to voicemail, it may also be configured to return the caller to a main menu or another IVR. This must be set.
Once the IVR is configured, you will need to assign it as the inbound routing behavior for a phone number or trigger it from another IVR as per the training unit on IVRs. IVRs are followed in order. You are creating individual steps that are joined together. The first IVR is assigned to the phone, and then each later IVR is joined to the prior.
Last updated: Fastcall v9.0.0, 2025-09-08