Incoming Call Handling

Incoming Call Handling lets you control how incoming calls coming in on your main number are handled.

  1. Start by clicking on Main Numbers on Dashboard
  2. Click on Incoming Call Handling
    Note: Office Hours Strategy, Office Holidays, and Incoming Call Handling will only appear if you have an assigned Main Company Number
  3. Then you will see you Incoming Call Handling tabs and options
  4. Option 1: Incoming Call to Virtual Receptionist

    Direct your callers to a Virtual Receptionist where they can dial an option or an extension, selecting where they want to be routed.

    • To create your menu options click on the Virtual Receptionist link.
    • Users or Groups must be created first before you are able to assign them to an option. Click on Add Route for each option that you want to offer your callers.
    • You can opt to have the menu options go to users or ring groups. Note: Calls that route to a user will make use of the user and the user’s device settings. In this example, the caller can select 1 for Sales, 2 for Support, or 3 to reach Ray Palmer directly.

    Option 2: Incoming Call to a User then to Virtual Receptionist

    This is the Live Operator configuration. A call will be initially routed to a selected user who can answer the call. If the agent fails to answer or is busy, the inbound caller will then be transferred to the Virtual Receptionist where they can dial an option or an extension, selecting where they want to be routed. This option has a set ring duration of 20 seconds for the initial user or group selected. If the call goes to the Virtual Receptionist, then rules for the user menu option or group will be followed. Note: this option will override device level settings, i.e. use cell phone voicemail.

    Option 3: Incoming Call to a User then to Voicemail Box

    This routes inbound callers to a user and if they fail to answer, they will be transferred to the voicemail box of your choice. Note: this option will override user and device level settings, i.e. use cell phone voicemail.

    By default, you will only have “Open Hours”. If enabled you can also add “Lunch Hours”, “After Hours” and/or “Holidays. You will need to configure each of the different hours available based on the call routing needs. They can also be different. For example, during “Open Hours” you can have a user answer and then route to Virtual Receptionist. During “Closed Hours”, you can route directly to the Virtual Receptionist instead.

    To set up the greeting by phone for each of these, the system must be in that mode. For example, the system must be in Lunch Hours for you to call in and record the Lunch Hours greeting and for the Lunch Hours PIN to work. For security reasons, you must have a registered VoIP device on the account in order to record a greeting by phone using the PIN number.

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