⚙️ Call Settings, IVR, and Routing

🧠 1. Configure Main Call Flow & Auto-Attendant (IVR)

Manage where calls go during business hours, after hours, and on holidays using the visual Call Flow Editor.

Call Flow Editor Instructions

1. Navigate to Phone System > Call Flows as an Administrator.
2. Select the main number's call flow to edit the logic tree.
3. Drag the Auto-Attendant (IVR) module into the flow.
4. Configure the attendant's menu options (e.g., "Press 1 for Sales," "Press 2 for Support") and assign the destination (Ring Group or Extension).
5. Click Save Draft and then Activate to push the changes live.

🤫 2. Setting Up Agent Whisper Messages

Whisper messages are announcements played only to the agent before the call is connected. This is useful for identifying the call source (e.g., "Call from the Marketing Campaign").

Whisper Message Setup Steps

• Navigate to Phone System > Ring Groups or Phone System > Extensions.
• Select the group or extension where you want the message to play.
• Navigate to the Call Announcement tab.
• Select the option to upload an MP3 file, or use the Call to Record feature to create a new whisper message.
• Ensure the message is enabled before saving. The message will play to the agent immediately upon answer.

📲 3. Call Forwarding and Simultaneous Ringing

Control how calls ring to ensure you never miss an important contact.

Configuration Steps (Per Extension)

1. Go to Phone System > Extensions. Click on your extension.
2. Navigate to the Call Handling & Forwarding tab.
3. To Forward: Select "Forward All Calls" and enter the external 10-digit number.
4. To Simultaneous Ring: Select "Simultaneous Ring" and add up to three additional numbers (extensions or external numbers) that should ring at once.

👤 4. Individual User Settings (Extensions)

These settings are configured per-user within their specific extension and apply only to their device or softphone.

4 Key User Settings

• Do Not Disturb (DND): Instantly stops all incoming calls from ringing the device.
• Outbound Caller ID: Allows the user to select which assigned company number is displayed to the recipient when making an outbound call.
• Call Screening: Requires external callers to announce their name before being connected to the user.
• Missed Call Email Notifications: Toggles whether the user receives an email alert for calls they miss or decline.