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Main Number - Incoming Call Handling

Final Step - Control how inbound callers route to your colleagues

Last updated on August 25, 2022

 

Incoming Call Handling lets you control how incoming calls coming in to your main number are handled and routed

 

Things to know:

  • You must have a Main Number assigned before you can see most configuration options
  • This portion of the system is usually where you tie everything else together. It is highly recommended you have set up your users, groups, queues, etc before completing these steps.
  • If you have open and closed hours, you will need to individually configure how your system works doing those different periods. This also applies to lunch hours and holidays, should you choose to make use of those.
 

The following video will take you through adjusting incoming call handling settings in your VirtualPBX account. We’ve also laid out those steps with screenshots below if you prefer.

 
 

Overview

 
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  1. Click on Main Number on the left side
  1. Scroll down and 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
  1. Reset will reset All Incoming call handling settings. This includes VirtualReceptionist settings and all of the various time options
  1. Select the time of day tab you want to work with
  1. Select the Routing option you wish to use
  1. After making all changes, even on the Virtual Receptionist, click on Save Changes
 

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.

 
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  • To create your menu options click on the Virtual Receptionist link.
 
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  1. Click on Add route to create menu options that your inbound callers to press
  1. Click on the first pull down and select 0-9, * or default action
  1. Click on the 2nd pull down to select where the calls route. You can select, users, devices, groups, ACD queues, Voicemail boxes, the SmartPBX Directory or even media files.
    1. Devices and media files are not typically recommended, as the system does not know where to send the call to next, meaning the call would drop if not answered. We recommend to stick to users, groups, queues, or VM Boxes.
  1. Click on Save at the bottom of the window
  1. When the window closes you will be returned to the Incoming Call Handling page, click Save Changes.
 

Note: Calls that route to a User set up as a menu option on the Virtual Receptionist will make use of the User or device settings. Calls that route to a media file will end once the media file finishes playing.

 

Please refer to the Main Greeting guide to setup the greeting.

Option 2: Incoming Call to a User, Group or Queue then to Virtual Receptionist

 

Using this configuration, a call will be initially routed to a selected user, group, queue, or device 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.

 
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  1. Click on the pull down to select users, groups, queues, devices etc. This will be where the call is offered to first.
  1. Click on Virtual Receptionist to setup the main menu and greeting if you have not already done so. Click Save changes

Option 3: Incoming Call to a User, Group or a Queue then to Voicemail Box

 

This routes inbound callers to a user, group queue, device or even a media file then 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. This option has a set ring duration of 20 sec for the user or group selected.

 
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  1. Click on the pull down to select a user, device, group, queue, media file or Skip to Voicemail
  1. Click the pull down to select the voicemail box that you want the caller to end up at
  1. Click on Save Changes

Option 4: Incoming Calls sent to an Advanced Call Flow or secondary Auto-Attendant

 

If your account has an Advanced CallFlow or supports multiple auto-attendants and you have made one or more available in main menu you will have the option to have your Main numbers route these options.

 
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  1. Click on the pull down to select the Advanced Callflow or secondary Auto Attendant
  1. Click on Save Changes
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