Introduction

Lofty provides a solution for making sure incoming phone calls are not missed. With this feature, incoming calls to Lofty virtual numbers will be forwarded to a specific phone number if the agent is not unavailable or does not pick up the phone within a specified time.

*This feature is available on all Lofty call packages.

Settings

The following is a screenshot of what the settings look like under Settings > Call/Text> Info & Settings> Advanced Settings:

Important Definitions

Bridge Number: The number that is connected to the Lofty virtual number. For example, if you make a phone call to a lead via click-to-call, the virtual number will call this number so you can answer, and then a call made to the person you are calling. 

Forwarding Number: This is the number that will be called when the bridge number is unavailable or the agent does not answer the call for the indicated time.

Transfer to Forwarding Number after If a call is not answered within the defined time limit, the call will be transferred to the Transfer Number. This will also happen if the agent’s bridge number is busy, has no signal, etc. If the latter is the case, we will transfer the call immediately without waiting for the defined period of time.

Apply the rule to team members: The switch is only available to team members with “Manage Team” permission (see Team Permissions). They can easily apply all the calls to the same phone number (maybe a company number) by this setting in case of changing the number of every account one by one.

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@lofty.com>, by phone at 1 (855) 981-7557, or by a chat with us through your Lofty CRM.