Transfer to Group

Fastcall > Training Resources > Administrator Guide > Module – Setting Up Interactive Voice Responses > Unit – Call Transfer > Transfer to Group

Groups are created in Fastcall and contain Fastcall users. We use the Salesforce Group object and a custom object for added metadata.

When calls are answered through a Group, each user is assigned an ACD receiver, which is separate from the user’s standard inbound call route used for phones assigned to an individual user.

ACD timing is configured in the IVR, while each user can still define their own call routing settings for their personal devices. User phone routes and ACD receivers operate independently, allowing greater flexibility in call handling.

Automatic Call Distribution (ACD) Settings

When making an IVR Call Transfer to a Group, Fastcall supports different ACD (Automatic Call Distribution) modes, which control how calls are delivered to group members:

Simulring – Incoming calls ring all available group members at the same time. Fastcall recommends using Simulring as the preferred call distribution strategy. This approach reduces wait times, increases answer rates, and ensures calls are handled by the first available team member, improving overall responsiveness and customer experience.

Round Robin – Incoming calls are routed to available users one at a time, following a rotating order as users become available. This method may be useful when teams require a more structured or evenly distributed call flow.

In both ACD modes, the Queue No Answer Timeout defines the maximum total time a call can wait to be answered before it is redirected to the No Answer IVR.

For Round Robin (rollover), there is an additional ACD Ring Timeout, which defines how long the call rings for each individual user before moving on to the next user in the rotation. This timeout applies per user attempt, not per full round through the group.

Simulring behavior

When a call transfer to a Group using Simulring is triggered, Fastcall creates the call and notifies all available Group members at once across their configured devices.

As soon as one user answers, the call is connected and the notification stops for all other users. If no user answers within the configured Queue No Answer Timeout, the call is redirected to the no answer IVR.

Simulring is ideal for teams that need fast response times, such as sales, support, or on-call groups, where the priority is answering the call as quickly as possible.

Round Robin behavior

When a call comes in, the introductory automated message will play. The call will then be created by Fastcall and placed in the queue for automated call distribution (ACD). The first caller in the queue will be distributed to an available user as a ringing phone call.

If the user becomes available while the call is holding in the queue, Fastcall will transfer the call.

Calls are distributed in a circle – Round Robin. When a user picks up, the caller is removed from the Queue and the next waiting caller is distributed. While in the queue, the caller will hear the waiting audio and position message.

If a caller is in the queue longer than the Queue No Answer Timeout, they will be redirected to the no-answer IVR.

For both Simulring and Rollover (Round Robin):

Calls are placed in a queue, where callers hear waiting audio, queue position messages, and any configured waiting menu options.
Multiple callers can be queued at the same time.
By default, the call at the front of the queue is connected to the user who answers.
Additional tools, such as the Fastcall Panels, allow users to answer calls that are not at the front of the queue.

Configuring Transfer to Group

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: Group (if you have not done so already, create the group, then add Fastcall users to the group)
ACD Strategy: Round Robin or Simulring

Here is an explanation for each setting.

Introductory Automated Message: This will play when the IVR is activated and the Call is placed in the Queue. Should be configured to play a greeting.
Round Repeat Times (Round Robin): How many times the Round Robin goes through its users.
ACD Ring Timeout (Round Robin): The amount of time a call rings for each user before moving to the next user in the Group rotation.
Queue No Answer Timeout: This should be set to the maximum time you want people to wait in the queue before it counts as ‘no answer’.
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.
Waiting Menu IVR: Allows a caller to get out of the IVR and choose another option. “Press 0 to leave a voicemail…” That IVR is set here (optional).
No Answer IVR: See the training unit on IVRs, but this is where you can direct the Caller to voicemail or back to a main menu. This must be set.
Missed Call Owner: Salesforce requires that Tasks have an owner. You set this ownership here. This must be set.
Missed call emails can be sent to a single user or to all users in the group.
Missed calls for No Answer IVR. Sends more emails.

If the IVR is transferring to a Group, you must change the No Answer Settings to log the Missed Call to either a specific User or a Queue.

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. For example: