Call Flow Nodes - Users & Teams

This article focuses on the Users & Teams call flow node. For general call flow information, return to the Call Flows article.

The Users & Teams node takes the place of a hunt group or call group. This can either ring a defined team of users or a single user. When routing to a user or a team, you can choose to continue through the call flow or use the voicemail and forwarding settings defined in the user or team voice settings. If you choose to use the user or team voice settings, the node will be considered a Terminating Node as the call will no longer follow the call flow.
 

Calling a Team

1. Select the Add team option at the top of the node window.
    
2. From the Team dropdown menu, select the team to ring.
    
3. From the Connect to team-based on... dropdown menu, choose either Call flow Settings or Team settings
     If choosing team settings, go to step 7. The team voice settings will be controlled from the Team voice settings.
   
   NOTE: If using Call flow Settings, changes made to team members outside the call flow may not update in the call flow.  To correct this, go back to the node in the call flow editor and re-select the team.
   
   
4. Select a distribution option
    
   • Ring everyone at once - Causes an inbound call to ring across all users.
      
   1. From the dropdown menu Ring Everyone For, choose how long to ring the team. Each increment of 5 seconds is one ring the caller will hear.
       
   • Ring one person at a time - Causes an inbound call to ring one user at a time.
      
   1. From the Distribution Type dropdown menu, choose an option
       
      • First to Last - Start at the top of the list for each new call.
         
      • Round-robin - Start where the previous call left off in the list.
         
      • Equally - Start with the users who have answered the fewest number of calls.
         
   2. Choose the number of rings each user will get before the call moves to the next agent.
       
   3. Scroll down to the bottom of the section and set the order the users' phones will ring in.
       
5. Choose to enable the following optional features:
    
   • Allow call waiting on users - If the users in the team are on a call, allow other inbound calls to ring those users.
      
   • Enable call forward busy - If the team is busy (Do not disturb is enabled for all users or call waiting is turned off, and they are on a call), proceed to the next node in the call flow.  Nextiva recommends enabling this option.
      
6. Choose the caller ID option
    
   • Caller & team name - This will display the team name first, then the caller's information.
      
   • Caller's name only - This will display only the caller's information.
      
7. Click Save & Continue.
    

Calling a User

1. Select the Add User option at the top of the node window.
    
2. From the User dropdown menu, select the user to ring.
    
3. From the Connect to team based on... dropdown menu, choose either Call flow Settings or User settings.
     If choosing user settings, go to step 5. The call will follow the user voice settings found under Users.
    
4. Choose the amount of time to ring the user. Each increment of 5 seconds is one ring the caller will hear.
    
5. Select any of the optional settings:
    
   • Allow call waiting on users - If the user is on a call, allow other inbound calls to ring that user.
      
   • Enable call forward busy - If the user is busy (Do not disturb is enabled or call waiting is turned off and they are on a call), proceed to the next node in the call flow.  Nextiva recommends enabling this option.
      
6. Click Save & Continue.
    

Other Call Flow Nodes

Schedules
Phone Menu
Call Flow
Transfer Out
Voicemail