Telephony system

Who has access to telephony systems?

• All users with Telephony System permission can view and edit the settings.

Open telephony systems

1. Click the gear icon .

2. Select your organization .

3. Expand the Telephony System list.

Response groups

Buy more response groups

Applies to: Unlimited = unlimited, Light = 2 pcs (more can be purchased).

The cost will be added to the next invoice.

1. Under Telephony System , expand Answering Groups .

2. Click Buy Response Group .

3. Select quantity.

4. Click Buy .

5. Confirm with Yes .

Create new response group

1. Click the plus sign .

2. Name the group (e.g. Customer Care ).

3. Choose a number for the group.

4. Choose a billing ID (usually the same number).

5. Select display number for dialing.

6. Add agents (can be filled in later).

7. Add supervisors (Pro users only).

8. Click Create .

Button selection menus (IVR)

Buy more button selection menus

Applies to: Unlimited = unlimited, Light = 2 pcs (more can be purchased).

The cost will be added to the next invoice.

1. Under Telephony System , expand Keypad Menus .

2. Click the Buy button dropdown menu .

3. Select quantity.

4. Click Buy .

5. Confirm with Yes .

Create new button selection menu

1. Click the plus sign .

2. Name the menu (e.g. Main Number ).

3. Select the number to be linked to the menu.

4. Select the billing ID (usually the same number).

5. Create voice messages (text-to-speech or audio file).

6. Set up call distribution (e.g. “press 1 for customer service”).

7. Enter opening hours .

8. Adjust advanced settings (optional).

9. Click Create .

Edit existing button selection menu

1. Under Telephony System , expand Keypad Menus .

2. Click on the menu you want to edit.

3. Make changes.

4. Click Save .

Call control

The default settings apply to new and unchanged users.

Voicemail

1. Select speech synthesis or audio file .

2. Click Save .

Transcription of voice messages

1. Toggle Transcription on/off .

2. Decide whether it should apply to all users immediately.

3. Choose whether users can change the setting themselves.

Missed calls

• Choose what happens to unanswered calls.

Call waiting & busy

• Enable call waiting by default.

• Specify what should happen when the call is received.

Handling rejected calls

• Choose between:
  • Go to voicemail

  • Play message & hang up

  • Busy tone

  • Forward

Unassigned numbers

• Set up call handling for inactive numbers in your organization.

Display number

• Choose default display: mobile or landline number.

• Custom user-level rules override the default.

Personal button selection menu

• Choose whether to apply the default settings:
  • New users only

  • Users without changes

  • All users

Audio files

New audio file

1. Click the plus sign .

2. Name the file.

3. Enter language tag .

4. Select Record or Upload File .

5. Click Create .

Change audio file

1. Expand the file.

2. Make changes.

3. Click Save .

Delete audio file

1. Expand the file.

2. Click Delete .

3. Confirm with Delete again .

An audio file can only be deleted if it is not being used.

Display number

A display number allows a user to make a call and display a non-personal number to the recipient.

Add display number

1. Click the plus sign .

2. Select a phone number .

3. Choose whether the number can also be used for SMS.

4. Assign numbers to users and/or teams.

5. Click Save .

Edit existing display number

• If linked to a response group:
  1. Toggle on/off access for agents and/or supervisors.

  2. Click Save .

Remove display number

1. Expand the number.

2. Click Delete at the bottom.

3. Confirm with Yes .

If the display number is associated with a response group, it cannot be removed.