Take incoming call processing to the next level.

Strategize exactly how the caller journey will go from first ring to first purchase. Execute this plan in CallGear and connect each caller with the right employee at the right time.

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Call Scenarios are a sequential execution of call processing operations to ensure a caller is connected to an employee appropriately and efficiently.


It determines how the distribution of incoming calls to employees, employee groups, departments and/or offices look from a high level.


Call Scenarios help optimize both the caller’s and employee’s time and allow you to close more deals.

Setting up Call Scenarios

Setting up Call Scenarios

The customization process for each scenario consists of simple visual blocks in your CallGear software.


By dragging and configuring each of these blocks, you can manipulate the script.


An operation can route a caller to a department, send them an automated message, forward them to a specialist, reiterate company hours, etc.

Some of our killer features

Customize your Voice Greeting

Voice greeting is a function that will allow you to automatically greet a caller, provide information, and suggest a further conversation scenario.


It can be a request to wait for the first released operator, or an IVR scenario with the ability to automatically route a call to the right employee or office.

Customize your Voice Greeting

Customize your Voice Greeting

Set up Call Distribution via IVR

Voice Menu (IVR, Interactive Voice Response) is a system of pre-recorded voice messages that can be customized to any business. A caller will hear a welcome message from your company and a series of options to choose from. The caller dials a digit that refers to the desired menu option and gets connected to the right person/department. Usually the menu options direct you to sales or customer support.

Set up Call Distribution via IVR

Set up Call Distribution via IVR

Forward the call to the RIGHT person

Based on the specific options or numbers on the keypad a caller selects, determine which employee or department should handle a particular caller.

Forward the call to the RIGHT person

Forward the call to the RIGHT person

Manager Distribution

Optimize both the caller’s and employee’s time by distributing calls evenly across all employees whenever possible.


If multiple employees are available, connect a caller with whomever has a higher conversion rate.

Manager Distribution

Manager Distribution

Employee Work Schedule

Change the call scenario depending on the time of day. If a client calls on weekends, let them know that they will be contacted during office hours. Additionally, invite them to leave a message using the CallGear Voicemail.

Employee Work Schedule

Employee Work Schedule

Connect the Customer to the LAST Employee they spoke to

Using the Last Manager feature, you can provide your customers with an even more personalized service, connecting them with someone they’ve already had communication with.

Connect the Customer to the LAST Employee they spoke to

Connect the Customer to the LAST Employee they spoke to

Connect the Client with a Personal Manager from their CRM

The Personal Manager makes your employee-client relationship even stronger by ensuring clients ALWAYS speak to the SAME employee.


This establishes trust and comfortability with a caller, and can lead to repeat purchases.

Connect the Client with a Personal Manager from their CRM

Connect the Client with a Personal Manager from their CRM

Do you have an International Business?

Distribute calls to offices in different countries depending on the source of the call.


With CallGear Virtual Numbers, your team can answer any inbound call in any country, while appearing to operate from one, single location.

Do you have an International Business?

Do you have an International Business?

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CallGear’s PBX Call Scenarios – Offer Your Customers an Enhanced Phone Call Experience!

There is nothing customers appreciate more than being given personalized attention and extra effort when they reach out to a company. They want to feel valued and know that their interest in your company is important for you. How you behave during the very first call with a client will determine your future relationship with them and will either lead to lasting fruitful cooperation or result in a missed opportunity that cannot be recovered.

Imagine a situation where a standing client calls your company on a weekend day with an urgent request. There is no one in the office to take the call, but they leave a message with the voicemail and, in no time, one of your eager-to-help, competent managers returns their call. Not just some manager, mind you, but the one they already know and have built a good rapport with.

That level of efficiency sounds amazing and somewhat unachievable, right? Wrong! You can easily bring this and other equally beneficial scenarios to life if you choose to employ the CallGear VPBX technology.

What does the CallGear Call Scenarios feature do?

The PBX Call Scenarios feature by CallGear is a vital part of a more comprehensive call-processing technology that allows you to tailor a perfect phone call experience for your customers. Starting with the very first ring they make to your office, where they are connected with just the right person at the right time, and ending with the same manager handling their every request, which gives your client the impression of being a VIP customer – this feature will let you reap plenty of benefits without a premium cost!

The use of Call Scenarios also helps establish effective algorithms, according to which all incoming calls to your office get distributed. This is an efficient way to optimize the time of your employees and customers alike – no call will end up in the wrong place, and no information will get lost in the process.

Why use Call Scenarios by CallGear?

The CallGear Call Scenarios feature is an invaluable tool for streamlining your incoming call processing routine. With its help, you can determine how your customers will be greeted, which IVR options they will be offered, where their calls will be forwarded to, and even which of your employees within a particular department should handle the call from a particular client.

The CallGear’s Call Scenarios function also offers a superb training opportunity for your new staff. Utilizing this instrument will help you develop more efficient call center practice scenarios for your operators and managers, including inbound and outbound call center scenarios. Your employees will know how to get their ideas across in the most efficient way when communicating with different types of customers and learn to determine which call center scenario script makes clients the most approachable.