Loxo has multiple integrations available for VOIP, and each provider manages call traffic slightly differently. Please consult with your VOIP provider directly for any questions regarding your VOIP account. If you have integrated your phone numbers with RingCentral, Loxo will manage inbound traffic according to the following rules.
Note: This article explains how inbound calls to RingCentral connected numbers will be routed through your team in Loxo.
Inbound Call Routing for Teams Using RingCentral
Where do my team’s incoming calls get routed?
If you are using RingCentral as your VOIP provider, the following outlines the way that inbound calls are routed across your team’s Loxo accounts. This applies to calls made to the Agency Setup number. Calls made to a user's Personal Setup number will ring directly through to them.
First, Loxo will direct inbound calls to the last user who called the inbound phone number. Chances are they're trying to call them back!
Next, Loxo will direct inbound calls to the last user who texted the incoming number (if that is different than the last caller, or if no one has called that number yet).
Last, Loxo will direct inbound calls to the team member who is listed as the "Owner" on the caller’s profile in Loxo (if that is different than the last caller, the last user to text the person, or if the person hasn't been called/texted yet).
Note: RingCentral will not redirect calls to a Personal Setup phone number to an Agency Setup phone number. Calls to a user's Personal Setup phone number will ring to them. Any inbound calls to the Agency Setup phone number will be routed according to the logic outlined above.
Choose Where Your Inbound Calls Are Sent
RingCentral focuses on connecting individual team members with callers, and there are a number of scenarios outlined below to help clarify what you can expect when using RingCentral with Loxo. The logic behind incoming calls is impacted by your phone settings.
You can follow the steps below to access your phone settings, where you can change whether you want incoming calls to ring in Loxo whenever they would typically ring on your RingCentral app.
Go to your Settings page and open "My Phone."
Use the 'Receive incoming calls in Loxo?' setting to determine whether you want incoming calls to ring in your Loxo browser.
Toggle 'Receive incoming calls in Loxo?' OFF when you want all incoming traffic to be managed in RingCentral directly.
Toggle 'Receive incoming calls in Loxo?' ON when you want incoming traffic to be sent to Loxo when possible, following our call routing logic.
When a team member has an active login session on their browser, and that Loxo user has 'Receive incoming calls in Loxo?' turned ON, the call will ring in their Loxo browser. In this case, the call will ring in Loxo, and it will also ring in RingCentral.
In all other scenarios, Loxo defers to RingCentral so that RingCentral can manage the inbound phone calls. This means that the call will only ring in RingCentral if 'Receive incoming calls in Loxo?' is turned OFF.