Sometimes the person you transfer a call to can't pick up. With transfer fallback, you can add a list of backup numbers to any transfer rule. Upfirst rings each number one by one until someone answers, so your caller always has the best chance of reaching a real person.
How to set it up
1. Open your transfer rules
Go to Agent in the left sidebar, then click Transfer calls.
2. Add or edit a rule
Click Add a transfer rule to create a new one, or click an existing rule to edit it.
3. Add your transfer destinations
Scroll down to the Transfer destinations section. Click Add destination to add each phone number you want to ring. You can name each destination (e.g., "Main sales," "Second sales") and optionally add an extension.
Drag the handles on the left to reorder your list. Upfirst rings them top to bottom.
4. Set the wait time
Use the Wait for field to set how many seconds Upfirst should ring each number before trying the next one on the list.
5. Choose what happens if no one answers
Under your transfer type settings, choose what to do if no one on the list picks up:
Send to voicemail: The caller goes to the last person's voicemail.
Take a message: The receptionist stays with the caller and takes a message instead.
6. Save your rule
Click Save rule to apply your changes.
Things to know
Upfirst rings each number in order, from top to bottom. Reorder them by dragging the handles.
The Wait for time applies to each number on the list. For example, if you set 30 seconds and have 3 numbers, the caller could wait up to 90 seconds total.
You can add as many destinations as you need.
If you're using "Take a message", the call routes back to your receptionist instead of going to voicemail.
If no one picks up on your list, and you have "Send to voicemail" option selected, the caller will reach the voicemail of the last person on your list.
Extensions are supported. Use numbers (0-9), p to pause, and * or # if needed. For example, p1234 dials 1234 after a short pause.