How Phone Call Routing Works in Gym Lead Machine

When someone calls one of your GLM numbers, the system follows a specific order to decide where the call goes. Here’s a simple breakdown of how that works — and how you can control it.

📞 What is Edit Configuration (Incoming Call Settings)?

The Edit Configuration panel in Gym Lead Machine gives you a clear and centralized way to manage how incoming calls are handled for your gym. Instead of jumping between multiple settings, you’ll see everything that can intercept or redirect an incoming call—like call forwarding, IVRs, AI assistants, and more—in one easy-to-use screen.

Each row tells you three things:

1. If a feature is active (like forwarding or voicemail),
2. What setting or user controls it, and
3. A direct link to edit it.

By showing the priority order, this screen removes the guesswork when calls aren’t reaching the right team member.

✅ Key Benefits of GLM's Incoming Call Settings

• Total transparency: See which feature will handle the call first, second, and third.
• Edit on the fly: Change most settings right on the page—no more digging.
• Fixed call flow: Learn exactly how the system decides where to send each call.
• Faster troubleshooting: Instantly spot if a number is misconfigured or missing a user.
• Fewer missed leads: Optimize call routing so potential members always reach a human.
• Time-saving: Everything you need is in one place—no need to hunt through menus.

🔧 How to Access Edit Configuration

1. Go to Settings > Phone Numbers > Phone Numbers tab in your GLM account.
2. Find the number you want to adjust.
3. Click the three-dot menu next to the number and select Edit Configuration.

📋 Basic Details Tab

This tab helps you set up the fundamentals for the selected number:

1️⃣ Friendly Name – Give your number a name (like “Main Line” or “Front Desk”).

2️⃣ Calls Go To:

• Team Member – Choose who gets the calls.

  Ring Options – Select how they get notified:

  • Web App – Rings if they’re logged in on a browser.
  • Mobile App – Rings if they have the GLM mobile app.
  • Phone Number – Forward to a custom number.
  • VoIP Deskphone – Rings their desk phone (if configured).

3️⃣ Call Recording:

• Recording Toggle – Turn call recording on or off.
• Message Checkbox – Play a disclaimer before recording.
• Message Box – Enter the message (e.g., “This call is recorded for quality purposes”).

🔁 Call Forwarding Tab

Fine-tune how and where calls are routed if the first recipient doesn’t answer.

• Calls Go To:
  • IVR (Interactive Voice Response) – If enabled, other routing options are disabled. Manage IVR settings separately.
  • Team Member (1st Priority)
  • External Number (2nd Priority)

  • Voice AI Bot (3rd Priority)

    Ring More Team Members – Add up to 6 more users to ring at the same time.

  • User Selector – Choose up to 6 additional users.

  • Device Type Icons – See whether users are set to ring on desktop, mobile, etc.

    Timeout Settings:

  • Incoming Call Timeout – Set how long it rings before going to a backup. (Default: 20 seconds)

  • Outgoing Call Timeout – Set a timeout for outbound calls too.

    Backup Options:

  • Voice AI – Route missed calls to an AI assistant.
  • Voicemail – Send unanswered calls to the gym's voicemail.

🧠 Understanding Call-Flow Priority

The call flow in Gym Lead Machine follows a fixed order, shown from top to bottom in the interface:

1. Workflow, IVR, or Automation attached to the number
2. User assigned to the number
3. User assigned to the contact
4. Ring-All Team Members
5. Forwarding Number

Each row is labeled with a badge like “1st Priority”, “2nd Priority”, and so on. The system always tries the highest priority option first. If that option isn’t available (e.g., the user is offline), it moves to the next one in line.

📲 Want Calls to Ring Multiple Team Members?

GLM only forwards to one number at a time, BUT we’ve got a solution for gyms that want calls to ring several people at once — use the Mobile App Ring Group feature.

Here’s how to set it up:

🔧 Set Up: Ringing Multiple Users via the GLM Mobile App

✅ Step 1: Make Sure Everyone Has the App

All the team members you want to receive calls must:

• Download the Gym Lead Machine mobile app
• Enable notifications

• The GLM mobile app icon on a phone
• Notifications setting toggled on

✅ Step 2: Update the Phone Number Settings

1. Go to Settings → Phone Numbers
2. Click Edit Configuration for the number
3. Turn on “Ring Incoming Calls to All Users”

• The phone number list

• The configuration screen with “Ring more Team members”

✅ Step 3: Choose Who Should Get the Call

Select up to 8 people to ring when that number gets a call.

Click Save.

✅ Step 4: Set Each User to Receive Calls on Their App

1. Go to My Staff
2. Click Edit next to each selected user
3. Go to Call & Voicemail Settings
4. Under “Forward Calls To,” select only Mobile App

• Staff list with “Edit” button highlighted

• Call & Voicemail Settings screen
• Only Mobile App checked — NOT “Web” or “Both”

❗ If both Web and Mobile App are selected, the call will go to Web/Desktop only.

✅ Step 5: Save and You’re Done!

Now, incoming calls will ring on each selected user’s mobile app — great for front desk staff, trainers, or salespeople who need to stay on top of leads.

🧾 Final Summary: How GLM Routes Calls