If you're sick of missed calls, confused handoffs, or wondering who actually followed up with that lead, you're not alone. Managing inbound calls—especially across a busy team—gets messy fast. This guide is for anyone using Justcalliq and wants less chaos, more clarity, and a setup that actually works in real life (not just on a sales page).
Let's get into how to actually track and assign inbound calls to your team, avoid the biggest headaches, and keep things running smoothly.
1. Get the Basics Right: Set Up Your Team in Justcalliq
Before you even think about routing calls, make sure your team is set up correctly in Justcalliq. Sounds obvious, but you'd be surprised how often this gets skipped.
Quick checklist:
- Everyone who should be taking calls has an active user account.
- User details (names, roles, phone numbers) are up to date.
- Permissions are right: not everyone needs admin, but make sure your call handlers can access the phone system.
Pro tip:
If you have part-timers or people who only cover certain shifts, label them accordingly. It'll save you grief later.
2. Set Up Your Numbers and Call Flows
Every inbound call has to hit a number. Decide which numbers are public-facing and where you want them to go.
How to do it:
- Add or port your numbers: In Justcalliq, you can buy new numbers or port in existing ones. Do this for every department or campaign.
- Label your numbers: Use clear labels like “Support Line” or “Sales – West Coast.” Skip cryptic labels unless you like confusion.
- Set business hours: Define when your team is available for calls. Outside those hours, send calls to voicemail or an after-hours workflow.
What to avoid:
Don’t use one catch-all number for everything unless your team is tiny. It’s a nightmare to track who’s responsible for what.
3. Build Your Inbound Call Routing Rules
This is where most teams either get it right—or upend their workday with endless Slack messages about “who got that call?”
Justcalliq offers a few main routing options:
- Round Robin: Rotates calls evenly across team members. Good for sales or when everyone should get a fair shot.
- Ring All: Every assigned user’s phone rings; first to pick up gets the call. Works in high-urgency teams, but can be chaotic.
- Direct Assign: Specific numbers or IVR selections go straight to assigned people or teams.
- IVR (Phone Menu): Callers choose an option (e.g., “Press 1 for Support”), and the call routes accordingly.
Set it up:
- Go to your number settings in Justcalliq.
- Choose or create a call flow (aka routing rule).
- Assign team members to each step—don’t leave blanks.
- Set fallback rules (e.g., if no one answers in 20 seconds, send to voicemail or escalate).
What works:
Round Robin is usually best for even workloads. Ring All is fine for small teams, but gets old fast as you grow.
What to ignore:
Don’t get fancy with multi-layer IVRs unless you actually need them. More steps = more dropped callers.
4. Assign Calls (and Make Sure They Stick)
Routing is half the battle—the other half is making sure calls are actually assigned, followed up, and don’t fall into a black hole.
In Justcalliq, you can:
- Auto-assign: Based on routing rules, calls automatically get assigned to whoever answered.
- Manually assign/reassign: If a call needs follow-up, you can assign it (or reassign it) to a specific team member in the call log or dashboard.
How to assign/reassign a call:
- Open the call log in Justcalliq.
- Find the call you want to assign.
- Click “Assign” or “Reassign.”
- Pick the team member from the dropdown.
Pro tip:
If you’re tracking follow-ups, use call notes to add context—don’t assume people remember why a call is sitting in their queue.
What to watch out for:
Manual assigning is great for accountability, but if it’s taking up too much time, revisit your routing rules. The goal is less micromanaging, not more.
5. Track Who’s Doing What: Call Logs, Analytics, and Accountability
If you can’t measure it, you can’t manage it. Here’s how to actually track what’s happening:
Call Logs
- Every inbound call is logged, with details: who answered, duration, recording (if enabled), and outcome.
- Filter logs by user, team, number, or status (missed, answered, voicemail).
Analytics Dashboard
- See call volume, answer rates, missed call trends, and response times.
- Break down metrics by user or team. Useful for spotting who’s overloaded or who’s slacking.
Setting Up Notifications
- Justcalliq can alert you (via email, SMS, or app) when a new call comes in, or if calls go unanswered.
- Don’t overdo it—too many notifications and people start tuning them out.
Pro tip:
Schedule a quick review (weekly or biweekly) where you look at call stats and reassign workloads if needed. Otherwise, bottlenecks creep in.
6. Handling Missed Calls and Voicemails
No system is perfect—calls will get missed. What matters is how you handle them.
- Automatic assignment: You can set missed calls/voicemails to auto-assign to the last person who missed it, or to a team queue for follow-up.
- Notifications: Make sure missed calls trigger a notification, with clear instructions on who should follow up.
- Call-back workflows: Build a simple process: check the log, assign follow-up, and add notes on outcome.
What to avoid:
Don’t leave voicemails unassigned. That’s how you lose leads and upset customers.
7. Integrate With Your Other Tools (But Don’t Go Overboard)
Justcalliq plays nice with a bunch of CRMs and help desks. It’s tempting to connect everything, but more isn’t always better.
- Integrate with your CRM: Push call logs and assignments into customer records. This keeps sales/support in the loop.
- Slack or Teams notifications: Pipe important call events into your team chat—but mute the noise if it gets overwhelming.
- Zapier/automation: For teams with unique needs, set up custom automations (e.g., when a call is assigned, create a task in your project manager).
Word of warning:
Integrations break sometimes, and the more moving parts you have, the more can go wrong. Start simple, and only automate what actually saves you time.
8. Common Pitfalls (And How to Dodge Them)
- Too many cooks: Avoid assigning every call to everyone. Ownership gets muddy, and follow-up suffers.
- Messy call notes: No context = more back-and-forth. Make it a habit to jot a quick note.
- Ignoring data: If you never look at your call stats, you’re flying blind. Set a calendar reminder to check in.
- Overcomplicating routing: Your callers don’t want to play “choose your own adventure.” Keep menus short.
9. Keep It Simple, Iterate as You Go
You don’t need a perfect system out of the gate. Start with a basic setup that matches how your team actually works. Watch where things break down, tweak your routing or assignments, and don’t be afraid to strip things back if they get too clunky.
If you get stuck, ask your team what’s slowing them down—they’ll tell you (sometimes loudly). The goal isn’t to have a fancy call tree, it’s to make sure every call gets handled by the right person, with zero confusion about who’s up next.
Get the basics right, keep it clean, and adjust as you grow. That’s how you make Justcalliq actually work for your team—not the other way around.