Occasionally you may find that you want a Freespee number to connect to more than one destination number in your end. Perhaps this is due to your opening hours, teams in different locations, or to cover calls to a Freespee number that may redirect to a team of agents in your end. Whichever the case, we have different ways to cover this scenario.
We have a custom tool that can enable you to redirect calls to different numbers based on different segments of your callers. Our Predictive Routing tool or Call Orchestrator offers a lot of flexibility, but it's more complex, you can read about it here if interested.
For a simpler but effective approach, Freespee offers to functionalities as:
Call cascading: we try a number first and, if the call is not answered, we try a different number
Call broadcasting: Freespee sends a call to a Freespee number to two or more numbers simultaneously.
When you add an answering number in the Freespee Dashboard in "connect calls to" (our Analytics Dashboard as above) or when adding the phonenr value when using our API, you can follow the instructions described below.
How to set up Cascading
In order to set up call cascading, meaning we try to connect to one number first and then another if the first one fails, you can enter your answering numbers in our platform this way:
Cascading: +4612345678;+4687654321 (real numbers separated by a semicolon ';')
When cascading calls, we'll try to connect to the first number and, if there's no answer or the number is currently switched off, we then cascade to the next number.
How to set up Broadcasting
For call broadcasting, when someone calls a Freespee number we then direct the call to all answering numbers simultaneously (so whoever answers first, gets the call). To set this up, simply follow this:
Broadcasting: +4612345678:+4687654321 (real numbers separated by a colon ':')
When broadcasting calls, we'll ring to all end numbers set up and the call will be connected to the first number that picks up the call.
Please note that if the destination number in your end has a voicemail enabled, or if you are using a switchboard or any automated answering system (i.e. an IVR as "press 1 to contact Sales"), this will mean the first number answers the call and it would prevent further cascading/broadcasting. We recommend not to use any automated answering systems when using this solution to prevent issues with the call connection.