Call management in Telia Smart Connect
Different employees have different needs when it comes to managing calls. Some prefer to receive calls on their mobile, while others need to be reachable across multiple devices. With call routing in Telia Smart Connect, you can direct calls based on individual preferences. Here's how.
What is call routing?
Call routing controls which devices ring when you receive a call. Routing rules are configured per number (e.g. mobile or fixed number) and apply to both direct calls and queue calls.
A direct call means someone dials a personal number (mobile or fixed). Based on the call routing settings, the call will be connected to one or more devices – for example, only to a mobile phone, or also to a computer (softphone) or desk phone.
For queue calls, someone dials the company's main number and the call is distributed to employees through a queue. When an administrator adds an employee to a queue, they can choose to add either the mobile number or the fixed number. Queue calls then follow the routing settings associated with the selected number.
This makes it easy to manage calls based on different roles and work situations, while only needing to configure routing in one place.
Examples of call routing configurations
Call routing offers flexibility to adapt call handling based on needs and personal preferences. Here are some examples of how it can be configured:
Office-based
Queue setting: The fixed number is added to the queue.
Call routing: Calls to the mobile number are connected to the mobile device. Calls to the fixed number are connected to the softphone. See image for illustration.
Result: Business calls reach the employee on the softphone, while personal calls stay on the mobile. Keeps work and personal life separate.
Mobile first
Queue setting: The mobile number is added to the queue.
Call routing: Calls to both the mobile number and the fixed number are connected to the mobile device. See image for illustration.
Result: All calls reach the employee on mobile, ideal for field roles that rarely use a desk phone.
Hybrid
Queue setting: The fixed number is added to the primary queue and the mobile number is added to the after-hours queue.
Call routing: Calls to the mobile number are connected to the mobile device. Calls to the fixed number are connected to the softphone. See image for illustration.
Result: Calls during business hours go to the softphone via the fixed number, while after-hours calls go to mobile.
How to manage call routing
Call routing can be controlled at two levels: by each user through their own phone settings, and by administrators who determine which numbers are connected to queues. Together, this ensures calls are directed in a way that works for both the individual and the team.
At the user level
Each user can decide which of their devices should ring for incoming calls. This is managed in Phone Settings by toggling devices on or off.
Desktop:
Click your name in the top right to open My Profile.
Go to the Phone tab.
Scroll down to Call Routing.
Toggle on/off the devices that should receive calls, per number.
Mobile app:
Go to the home screen.
Click your name or the gear icon at the top.
Click Call Routing.
Toggle on/off the devices that should receive calls, per number.
At the administrator level
Administrators control which numbers are connected to queues and can choose whether to add a user's mobile number or fixed number.
Open the main menu by clicking ☰ in the top left.
Click Administration.
Click Queues.
Click the queue you want to edit.
Click + in the top right.
Check the box next to the user(s) you want to add.
Check the Log in new members to the queue box if you want them logged in immediately.
Click Add Member.
Note:If a user has both a fixed and a mobile number, you can choose either the fixed number or the mobile number. Make sure to select the one that fits your situation.
The difference between "One Number" and "Call Routing"
Previously, the call routing setting was called One Number. It was only possible to add a mobile number to a queue, and calls always rang on all devices.
With Call Routing, you can now choose which number to add to a queue – mobile or fixed – giving you full flexibility in how calls are managed.
Want to know more?
Check out the user guides below with step-by-step instructions for setting up and managing:
As a user:My Profile – Phone Settings
As an administrator:Queue Administration