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Numbers and voicemail

How to choose where incoming calls to a number go

Go to Settings › Phone System › Phone Numbers, click the three dots next to the number and choose Edit Configuration. Pick who answers, where it rings (computer, app, another phone), how many seconds it rings and what happens if nobody picks up.

Updated on

Before you start

  • You need permission to manage phone numbers.
  • The number must be listed in your account's Phone Numbers tab.
  • Users who will answer must be set up in Settings › My Staff.
  • To ring on the mobile app, the user must be logged in to the app on their phone.
Where to find it

Settings › Phone System › Phone Numbers › ⋮ › Edit Configuration

Step by step

Basic details

  1. In the left menu, open Settings and click Phone System.
  2. Open the Phone Numbers tab.
  3. On the number's row, click the three dots (⋮) and choose Edit Configuration.
  4. On the Basic Details tab, enter a Friendly Name so you can recognize the number (for example, "Front desk").
  5. Under Calls Go To, choose the main user who answers this number.
  6. Under Ring Options, check where the call should ring at the same time: Web App (computer), Mobile App, Phone Number (an outside cell or landline) or VoIP Deskphone.

Forwarding and backup

  1. Open the Call Forwarding tab.
  2. Choose the main destination. The system tries them in this priority order: Team Member, External Phone Number and Voice AI. Only one destination rings at a time.
  3. To ring more people, turn on Ring More Team Members and add up to 6 users.
  4. Under Incoming Call Timeout, set how many seconds the call rings before moving to the backup. The recommended value is about 20 seconds.
  5. Under Backup Behavior, choose what happens when nobody answers: Voicemail or Voice AI.
  6. Click Save.
  7. Test it: call the number from another phone and check that it rings where you set it up and, if unanswered, goes to the backup.

Tips

  • If the number is linked to a phone menu (IVR) workflow, that workflow takes priority over the other rules.
  • The overall answer priority is: number's workflow/IVR → user assigned to the number → user assigned to the contact → ring multiple users → forwarding number.
  • To accept calls from private or blocked numbers, go to Settings › Phone System › Voice › Other Settings › Inbound Calls and turn on Allow private calls.

Common problems

  • Calls go to my cell carrier's voicemail instead of the CRM's → The ring time is too long (over about 20 seconds). Lower the Incoming Call Timeout to about 20 seconds and save.
  • The call rings very briefly or drops right away → The ring time is too short (under about 15 seconds). Raise it to about 20 seconds.
  • The call doesn't ring on the mobile app → Check that Mobile App is selected under Ring Options and that the user is logged in to the app with notifications allowed.
  • It always rings the same person, not the one I chose → Check whether the contact has an assigned user or an IVR workflow is linked to the number: those rules come first.
  • Calls show as "Completed" instead of "Voicemail" → This happens when the call lands in the carrier's voicemail. Set the ring time to about 20 seconds.

Frequently asked questions

Does this change my outgoing calls?

No. These settings only affect incoming calls. The outgoing call timeout is set separately.

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