Phone system

Support
  • Updated

Who can access phone system?

  • Users with the permission phone system can view and edit the settings

Access phone system

  • To access phone system, click SETTINGS_GEAR.svg expand the list PHONE.svg phone system

Answer Groups

If you have the Unlimited-package you can add as many answer groups as you like, if you have the Light-package, two are included and you can purchase more if needed. 

      1. Expand the list
      2. Choose the right amount of groups (one or more)
      3. Click buy
      4. Click yes

    The cost will be added to your monthly recurring cost.

  • When creating a new answer group, your default settings will apply. You can edit the default settings with the guide bellow.

    1. Click ADD_SQUARE.svg
    2. Name the group, e.g. Customer Care
    3. Choose a number
    4. Choose a billing-ID (Usually the same number as above
    5. Set a numeric ID*
    6. Select agents to the group
    7. Select supervisors**
    8. Click create
    * Will be displayed at the end of the called ID for calls to agents on mobile phones. The ID must be a number with up to 4 digits.
    ** Only users with a Pro licens may be added as an answer group supervisor.
  • The default answer group settings are applied when new answer groups are created. Customize the settings for:
    • Waiting calls
    • Scheduling & welcome message
    • Call distribution
    • Voicemail
    To edit the default settings:
    1. Expand the setting you want to change, eg. waiting calls. 
    2. Do your changes
    3. Click save

You will find more information about the answer group settings here

IVRs

If you have the Unlimited-package you can add as many IVRs as you like, if you have the Light-package, two are included and you can purchase more if needed. 

    1. Expand the list
    2. Choose the right amount of IVRs (one or more)
    3. Click buy
    4. Click yes

    The cost will be added to your monthly recurring cost.

    1. Click ADD_SQUARE.svg
    2. Name the IVR, e.g. Company X main IVR
    3. Choose the number you would like to conect to the IVR, i.e. the number callers will use to reach it
    4. Choose the billing ID (Usually same number as above)
    5. Set a voice message using TTS or soundfile, e.g. Welcome to Company X, press 1 for.. press 2 for..
    6. Set the call distribution numbers, e.i. where the caller should end up if pressing 1, 2, etc.
    7. Set the opening hours
    8. Set the advanced settings if needed
    9. Click create
    1. Expand the IVR EXPAND_RIGHT_GRADIENT.svg you want to edit
    2. Do your changes
    3. Click save

You will find more information about IVRs here

Call routing

These default settings will apply to new users and unchanged user settings. It will not apply to users who have changed their own settings.

  • Use this to set a default voicemail for all users. You can use text-to-speech (TTS) or a soundfile.

    1. Choose TTS or soundfile
    2. Click save
  • Choose what should happen to calls that are not answered, configure as needed. 

  • Here you can choose to activate call waiting as default or decide what should happen when busy. 

  • Configure your decline action settings here, choose between: go to voicemail, play voicemessage and hangup, busy tone and redirect to number. 

  • Configure what should happen when calling unassigned numbers, i.e. numbers you are not using at the moment but have within your organisation. 

Soundfiles

This is your organisation's library for sound files. Accessible to users for voice messages etc.  

    1. Click ADD_SQUARE.svg
    2. Give it a title
    3. Tag it with the language
    4. Choose record MIC.svgor select DOWNLOAD.svg file from your local files
    5. Click create
    1. Expand EXPAND_RIGHT_GRADIENT.svg the file you want to edit
    2. Do your changes
    3. Click save
    1. Expand EXPAND_RIGHT_GRADIENT.svg the file you want to delete
    2. Click delete
    3. Click delete again

    A sound file can only be deleted when it is not in use anywhere.

Display numbers

Display numbers enables users to dial out with non-personal numbers as display numbers, i.e. the number that will be seen on the receiving part of the call. 

    1. Click on ADD_SQUARE.svg
    2. Select a number
    3. Select users that will be able to use this number as display number, you can choose individuals and or teams
    4. Click save
    1. Expand the number EXPAND_RIGHT_GRADIENT.svg
    2. Select users
    3. Click save
    If the display number is connected to an answer group you can:
    1. Give access to all agents or all supervisors (Toggle on ON.svg / off OFF.svg)
    2. Click save
  • When removing a display number you wont delete it. Just removing the permission to display it.
    1. Expand the number EXPAND_RIGHT_GRADIENT.svg
    2. At the bottom, click remove
    3. Click yes

    If a display number is connected to an answer group you cant remove it as a display number.

Call recording

Learn about call recording here.

Call log search

Learn about call log search here.

Was this article helpful?

0 out of 0 found this helpful

Have more questions? Submit a request

Comments

0 comments

Article is closed for comments.