Voice team & number ownership
Who owns each phone number, whom an inbound call goes to, and how each member's calls perform.
Voice team covers which member owns each phone number, whom an inbound call on that number goes to, and how each member's calls perform. An inbound call is attributed to the first assignee active in the app within the last 90 seconds, every assignee sees it ringing, and Team activity reports calls, answer rate and talk time per member and per number.
- ·Assign several numbers to a member in one save from Settings → Members
- ·Give each number one owner for inbound calls and default caller ID
- ·Inbound calls prefer an assignee active in the last 90 seconds
- ·Unassigned numbers fall back to an active same-country teammate, then a provider default
- ·Voice leaderboard: calls, answered, recordings, talk time, answer rate
- ·By DID report: volume, answer rate and inbound/outbound split per number
Why inbound calls land with the wrong person
When phone numbers are shared loosely, an inbound call is attributed to someone who has gone home, pops up for people it was never meant for, or is logged against nobody. Autocloz ties every number to its assignees and checks the app's own activity heartbeat before deciding whom an inbound call is attributed to.
- A call meant for one rep appears on screens across the team
- Calls to a number nobody owns are logged with no owner and no alert
- No one can say which numbers carry the most answered calls
The detail.
Online means active in the app
Inbound routing reads the heartbeat Team activity uses: the app sends one every 30 seconds while a tab is visible and in use, and a member counts as online for 90 seconds after the last one. When a number has several assignees, the call is attributed to the first one online; if none are, it goes to the number's owner or first assignee, never to someone the number is not assigned to.
Two places to assign a number
Settings → Members has a Calling numbers picker that sets every number a member may use in one save, and each number's drawer names a single owner. Both feed inbound routing and the member's default caller ID, which applies when no per-country routing rule picks a number first. Each change to a member's numbers writes an audit entry listing what was added and removed.
How a team would use this.
Two reps sharing a support number
Both reps have the support number in Settings → Members. A call arrives while one has Autocloz open and the other has been idle for ten minutes, so it is attributed to the active rep, who gets an Incoming call routed to you notification; both assignees see it ringing in the call popup. If neither is active, the call is attributed to the number's owner or first assignee instead of being passed to someone else.
A new number nobody has claimed
An inbound call reaches a number with no assignee. Autocloz looks for an active teammate who owns a number with the same country code, then for the provider's default inbound receiver. If neither is found, the call record is kept unassigned and a workspace warning names the number and where to assign it.
Specific to this feature.
What counts as online for inbound routing?
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A member is online for 90 seconds after the app's last heartbeat for them. Heartbeats go out every 30 seconds only while an Autocloz tab is visible and the member has used the mouse, keyboard or screen in the last five minutes, so a rep whose tab sits in the background counts as offline.
Does a team page show whether each rep is ready, on a call or offline?
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No. Those states exist for the power and parallel dialer, but no team page displays them. The Activity tab in Team activity shows who is online now, with login, active and idle time, refreshed every 30 seconds.
Can a member see teammates' numbers and calls?
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Only if their role allows it. Owners and admins see every number and every member's calls. By default a member sees their own row on the voice leaderboard and only the numbers assigned to them under By DID; a team leader also sees their team's numbers, and a custom role can widen leaderboard visibility to the team or the whole workspace.
Are repeat callers sent back to the same rep?
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Not today. A sticky-agent option appears in the voice ops settings, but no routing code reads it. Inbound calls follow each number's assignees, and a call placed without a chosen number uses the member's assigned numbers as caller ID unless a per-country routing rule applies first.
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