How can I forward calls received on HubSpot numbers on round-robin basis?

[Heisenberg]

We already use WebEx calling as our calling platform. We need to continue using it but at the main IVR once sales option is selected we need the calls to be forwarded to a main HubSPot number which will be used as a landing general number with an IvR. At that IVR the sales sub teams will be presented as options (ex. renewals, new sales ..etc) and these teams will consists of individual users who use HubSpot numbers. Ideally at that point, if the caller selects, renewal option, we need the capability to group a set of users who will be recognized as the renewal team and the call should be forwarded to one of those members in round robin basis. Is there any third party integration which can be used for this matter?  

[danmoyle · Accepted solution]

Hey there @Heisenberg. Unfortunately as you've found, HubSpot's native calling features do not support the advanced call routing and round-robin functionality you're looking for.

I don't personally know of an integration to achieve this, and as Pam merntioned I'd also add this to the ideas forum.

If you're not already looking in the app marketplace, I'd explore the options in there (the store icn in your navigation).

If it were me, I'd look for a dedicated call routing software that integrates with both WebEx and HubSpot. Hopefully there's one or two that offer IVR capabilities, round-robin distribution, and API integrations with both platforms.

I've heard that Cisco's contact center offerings have good option, as they may have solutions that integrate well with both WebEx and HubSpot while providing the advanced call routing features you need.

Another option might be using a middleware platform like Zapier or n8n.io to create custom integrations between WebEx, HubSpot, and a third-party call routing system. Of course that adds tech layers, but it might be an option.

So it's not a native feature, which is a bummer, but hopefully this helps spur some ideas. You may end up needing to consult with a systems integrator or solutions architect to design and implement the optimal solution for your needs.

And thanks @PamCotton 😊

[PamCotton]

Hey @Heisenberg, Happy Friday!

I checked more information about it and currently round-robin call distribution within teams isn’t a native feature. I would highly recommend you to please post this idea at our ideas forum (here).

Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue to advocate for its implementation on your behalf by upvoting on the thread as well.

To our top experts @TomM2 and @danmoyle do you have any other recommendations for @Heisenberg?

Thank you,

Pam