Phound provides two main ways to connect callers with people:
| Caller experience | Action to use |
|---|---|
| Ring one person or a defined group | Dial someone |
| Let the caller search team members by name | Company directory |
Ring One Person
- Add a Dial someone action.
- Open Numbers and select the intended recipient.
- Review the dial timeout.
- Add an understandable action under Actions if dial fails.
Ring Several People
Add the recipients to the same Dial someone action, then choose the strategy:
| Strategy | What happens |
|---|---|
| Distribute calls | Phound tries recipients in random order. |
| Simultaneous ring | Everyone rings at once until someone answers. |
| One by one in order | Phound tries recipients in the configured order. |
Use simultaneous ring when the first available person should answer. Use one by one when priority matters. Use distribution when calls should not always start with the same person.
Use a Team Directory
Use Company directory when the caller should choose an associate by name.
- Add Company directory.
- Select the Phound team whose members should be available.
- Add the next or fallback actions for callers who do not complete the directory selection.
- Test with several member names.
The selected team controls who can be found. Review team membership before enabling the Flow. See Teams in Phound and Invite and Manage Team Members.
Add a Fallback
Do not let a failed transfer end without an explanation. A useful fallback is a short Message followed by Record voicemail.
Test answered, declined, unanswered, unavailable, and queue-timeout outcomes. For all timeout and queue choices, see Dial Someone, Strategies, and Waiting Queues.