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Incoming Call Handling

Define how to handle all incoming calls under different conditions and select the way you want your callers to reach you when your office is open or closed.

  1. Go to Smart PBX > Main Number > Incoming Call Handling. incomingcallhandling

  2. Route calls appropriately for the following times: Open Hours, Lunch Hours, After Hours, and Holidays (See Office Holidays. You have multiple options:

    • Route directly to the virtual receptionist (VR). See Setting up the Virtual Receptionist.
    • Route to a specific user (call queue, device, media file greeting, or group) and then to the VR.

    !!! note If you have set up an advanced callflow, you can choose this callflow as an alternative option. Set up advanced callflows in the Callflows application.

    • Route directly to a voicemail box.

  3. Save your changes.

Setting up the virtual receptionist

Virtual receptionist or IVR is an options menu that callers will hear depending on when they call. Configure the IVR to answer calls and route them appropriately during business hours, holidays and after hours.

To configure PBX menu routing and greetings:

  1. Go to Smart PBX > Main Number > Incoming Call Handling.

  2. Under the "Open Hours" tab, click Virtual Receptionist

    Virtual Receptionist

  3. Under the Main Menu column, click Add Route to set up the menu that will tell the caller which number to press.

    • 1,2,3 - defines where calls are sent when the caller presses those numbers on the keypad
    • Default action - defines where calls are sent when the caller takes no action on the keypad
    • * - defines where calls are sent when the caller presses * on the keypad
    • 0 - defines where the call should go if the caller presses 0

    Important

    If you don't define specifically what happens for "Default action", "0" or "*" then the call will timeout after the maximum number of attempts. IP Telecom recommends defining a route for these keypad actions if possible.

  4. For each menu option select the number that the caller should press on the keypad and then scroll through the dropdown menu for the routing options:

    • Directory: Sends the caller to the company directory, see also Bypass the Menu
    • Users: Sends the call to a specific PBX user
    • Call Queues: Sends the caller to specific queue with call center agents such as support or billing (requires the Call Center application)
    • Devices: Sends the caller to a specific device, for example a main reception device where anyone can answer
    • Media: Sends the caller to another prerecording that might be a greeting or music whatever is configured; see also Upload Media Files
    • Groups: Sends the caller to a predefine group of users such as the "Sales" team or the "Accounts" group; see Creating groups
    • Advanced Callflows: Sends the caller to another callflow with multiple options; see Setting up an Advanced Callflow.
    • Voicemail Boxes: Sends the call to a specific voicemail box.

    Sample Menu

  5. Under the Greetings column, record or upload the greeting that will tell the caller which number to press that matches the routing options you've configured in "Main Menu" on the left. Choose one of the following options to create the greeting:

    • Text to Speech: Enter the following text - "Press 1 for sales, press 2 for accounts and so on" (per the sample Main Menu routing).
    • Upload your own file: Make a voice recording that says "Press 1 for sales, press 2 for accounts and so on". Save the recording as .wav or .mp3 and verify that it is less than 5MB. Click "Upload your own file", then choose the file you saved and click Update.
    • Choose from existing recording: Select a previously created a TTS or audio file from the dropdown.
    • Record it over the phone: Follow the instructions to record the menu greeting using your phone.

  6. Click Save to save the IVR greeting for "Open Hours".

  7. Repeat Steps 3 to 6 to configure the menu and greetings for the other time periods "Lunch", "After Hours" and "Holidays".

  8. Click Save.

See also Virtual Reception Advanced Settings.

Bypass the menu

If you want your callers to hear the option "If you know your parties extension, please dial it now".

  1. Go to Apps > Callflows > Menu.
  2. Select the advanced callflow that your VR is routing to.
  3. Verify that the box "Allow caller to dial extensions" is checked.

extension

Virtual reception advanced settings

After you set up the virtual receptionist in SmartPBX > Incoming Call Handling, configure more advanced settings as follows:

  1. Go to Callflows > Menu.
  2. Click the “MainOpenHoursMenu” from the list of callflows on the left.

  3. Go to the “Advanced" tab and click Options.

  4. Check the options as required.

    • Number of retries on misdial – Number of allowed retries if the caller misdials – if you are using the default action in the virtual receptionist, you will need to set this to 0
    • Timeout for dialing(s) – Number of seconds it takes to transfer the caller to the default action
    • Interdigit timeout(s) – Number of seconds to wait after a digit has been pressed, before considering the entry complete
    • Extension number length – Number of digits allowed for your extensions and pin numbers. Minimum digits allowed is 4
    • Allow outside recording – If checked, you can record this greeting from any number outside our organization. You will need the pin number to record
    • Suppress playing of invalid entry – Check this if you are using the default option in the virtual receptionist. If not selected, an automated voice informs the caller that they have dialed an incorrect number and then the call is tranferred to the destination

  5. Click Save and the confirm the save.

  6. Click Return to Callflows.