Number Pool Calls Now Ring Multiple Users Simultaneously

TL;DR

Number pool calls can now ring up to six team members concurrently on their configured devices. This is a standard update; no immediate action is required beyond reviewing the new settings if you use number pools.

Who this affects

This update affects agencies and SaaS entrepreneurs who utilize HighLevel's number pool feature for call routing. It is relevant to anyone managing inbound calls to a number pool, especially those who want multiple team members to have the opportunity to answer these calls. HighLevel has not confirmed who specifically is affected beyond that.

What changed

HighLevel has updated its number pool functionality. Number pool calls can now be sent to several team members simultaneously, rather than just one. Each team member can answer these calls on their preferred device. This includes web, mobile, a desk phone, or their own personal phone number.

Previously, it was not possible to send number pool calls to specific team members' devices for simultaneous ringing. Users can now select up to six team members to receive incoming number pool calls. When this feature is activated, all selected team members' devices will ring at the same time, using their pre-configured ring channel. The ring settings chosen by the user are saved specifically for the number pool. HighLevel has not confirmed any limits, plan gating, or rollout status for this feature.

Where to find it

This new functionality can be found within the number pool settings in HighLevel. Additionally, the preferred device type for a user, which determines how calls ring, can be selected under Settings > Users/My Staff > Edit > Call & voicemail > Default channel for ring all.

How agencies will use this

An agency can now configure a sales line, which is a number pool, to ring multiple sales reps simultaneously. For example, if a potential client calls the main sales line, the agency can set up the number pool to ring up to six specific sales team members at once. This ensures that the first available team member can pick up the call, minimizing missed opportunities. Each sales rep can have their ring channel configured to their mobile device via the HighLevel app, their office desk phone, or even their personal cell number if desired, ensuring they receive the call on the most convenient device for them at that moment. The system saves these choices within the number pool's settings.

Our take

This is a standard improvement for those who use number pools. It addresses a specific pain point around call distribution and ensures better call answering rates. While not a groundbreaking feature, it provides more flexibility for agencies managing inbound calls to a shared pool. It is a minor update.