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
  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.

    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.

    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.

    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.

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