Calls¶
Goal: "Every call should reach the right person, wherever they are, at any hour." Set up your own phones, handle live calls, and (for admins) decide how calls are routed.
How a call travels through CareQB¶
- A call arrives on one of your CareQB lines. Your agency's routing rules for that line, time of day, and caller type decide what happens next.
- The caller hears your greetings, and may pick from a menu or dial an extension.
- Everyone eligible rings at once. CareQB rings all of their devices (browser, mobile app, desk phone) at the same time, as long as their notification rules allow it. Whoever answers first takes the call.
- During the call, you can transfer, hold, or bring others in.
- If nobody answers, your settings decide what happens next: voicemail, forwarding to another number, or a callback request. When the office is closed, VoiceAI can answer and escalate emergencies to whoever is on call.
Guides in this section¶
Your phones and live calls (all users)¶
| Guide | Read it to… |
|---|---|
| Getting set up for calls | Take and place calls from your browser, mobile phone, or desk phone, and understand why they all ring at once |
| Provisioning a desk phone | Connect a Polycom, Cisco SPA, Yealink, or Grandstream desk phone |
| Backup calling over the cell network | Take and make CareQB calls over regular cell service when your internet isn't reliable |
| Transferring, holding & sharing calls | Hand a call to a teammate, group, or outside number, put callers on hold, and bring several people into one call |
How your agency handles calls (Agency Admins)¶
| Guide | Read it to… |
|---|---|
| Routing calls to the right people | Decide whose phones ring for which calls, by time of day, phone line, caller type, menu choice, or extension |
| Configuring call greetings | Record or type what callers hear before their call rings, from the welcome greeting to menu options |
| When nobody answers | Choose what happens when a call rings out: voicemail, forwarding, emailed voicemails, and callback requests |
| Out of office & VoiceAI | Cover nights, weekends, and holidays with out-of-office periods, VoiceAI, and an on-call transfer number |
Where to start¶
Everyone should start with Getting set up for calls. Admins setting up a new agency can follow the call steps in the Admin setup checklist.