Managing Voice Groups in CRM IQ: A Step-by-Step Guide for Call Routing
In CRM IQ, voice groups are used to manage how incoming calls are routed when a prompt is set to transfer to phone numbers. Each voice group can contain one or more phone numbers and a ring strategy, such as Ring All or Round Robin. This guide explains how to access, create, and manage voice groups using the built-in voice group modal.
🛠 Steps to Manage Voice Groups
Access Call Routing Settings:
Go to Edit Call Routing for the specific prompt you want to update.
Open the Voice Group Modal:
Scroll below the group selection dropdown.
Click Manage Voice Groups to open the voice groups modal.
View Existing Voice Groups:
The modal will list all current voice groups configured for call routing.
Create a New Voice Group:
Click New to add a new row.
Under the Voice Group column, name your group (e.g., “Property Phone Number”).
Select a Ring Strategy:
Choose between:
Ring All: Calls all numbers in the group simultaneously.
Round Robin: Calls one number at a time in sequence.
Add Phone Numbers:
Click the field labeled Add Number.
Type the phone number and press Enter.
Repeat to add additional numbers.
Remove Phone Numbers:
Click the X next to any number to remove it.
Note: The modal saves changes automatically—there is no save button.
Assign the Voice Group to Routing:
After closing the modal, return to the Group dropdown.
Select the voice group you want to assign to that prompt.
📌 Important Tips
Voice group routing is specific to each prompt.
Be sure to update voice group assignments for all prompts across your call schedules.
Changes take effect immediately after they are made in the modal.