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Call Routing

Business hours, auto attendants, call queues, conferences, and hold music.

  1. 1 How a call travels through your phone system Follow an incoming call from your phone number to the right person, and learn which portal tab controls each step. 5 minutes Office Manager
  2. 2 Time frames: business hours, holidays and more Create schedules like business hours and holidays that tell your auto attendants and answering rules what to do at different times. 10 minutes Office Manager (Basic Users can make personal time frames)
  3. 3 Build your first auto attendant Create a phone menu that greets callers and sends them to the right person, team, or voicemail with a key press. 20 minutes Office Manager
  4. 4 After-hours and holiday greetings Play a closed or holiday message automatically by sending callers to a second auto attendant during a time frame. 15 minutes Office Manager
  5. 5 Night mode: switch your call flow with one button Give the front desk a phone button that sends calls to after-hours handling on demand, for early closes, lunch, or emergencies. 15 minutes Office Manager
  6. 6 Set up a call queue Share incoming calls across a team, choose how agents ring, and decide what callers hear and where they go while they wait. 15 minutes Office Manager or Call Center Supervisor
  7. 7 Manage call queue agents Add people to a call queue, set the order they ring, and control wrap-up time, priority, and availability. 10 minutes Office Manager or Call Center Supervisor
  8. 8 Call park Set up park spots so anyone can hold a call and a coworker can pick it up from any phone, with optional automatic ringback. 10 minutes Office Manager (to set up), every user (to park calls)
  9. 9 Set up a conference bridge Create a conference bridge with leader and participant PINs so your team and outside callers can meet on one call. 10 minutes Office Manager or Call Center Supervisor
  10. 10 Music on hold and intro greetings Upload hold music and intro greetings, and choose what callers hear while they wait. 10 minutes Office Manager (Basic Users can set their own)
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