From the Main Numbers tab, you can set up the main company number and the subsequent call flows associated with the main number or numbers. After you set up your office hours, and define office holidays, then you can configure call routing to handle all calls that are received when the office is closed. You can do this in the Incoming Call Handling section.
You must add the main number first before you can update office hours, holidays, and call handling. If you do not have a main number assigned and your account is already set up, your main number is probably under a call flow. You can delete that number from the callflow and assign it here. For more information about how to do this, see Call Flow App - Moving number from call flow to main company number.
Adding the main company numbers
- Go to Smart PBX > Main Number > Main Company Numbers to assign the main company numbers.
- Click Add from Spare Numbers if required. You can add more than one main number.
- Close the menu.
Setting the office hours strategy
- Go to Smart PBX > Main Number > Office Hours Strategy.
- Select either 24 hours open office or custom office hours.
- Check the box to specify if you are closed for lunch.
- Save your changes.
Configuring office holidays
- Go to Smart PBX > Main Number > Office Holidays.
- Check the box Are you closed for the holidays.
- Click Add Holiday.
Choose one of the following options:
- Single Day - you can select a specific date that the company is always closed regardless of which day it falls.
- Date Range - you can select a range of dates which can be used for holiday periods.
- Advanced - you can use advanced options to set up recurring holidays that happen on a specific day of the month, for example
JUN, First, Moncovers the June bank holiday which falls on the first Monday in June every year.
5. Save your changes.
After you set up your holidays for the year, you can go to Incoming Call Handling, select Holidays and decide how to route the calls that come in during the holidays. The example shows the calls are being routed to the voicemail of a specific user.
Setting up 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.
Go to Smart PBX > Main Number > Incoming Call Handling.
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. You can set up advanced callflows in the Callflows application.
- Route directly to a voicemail box.
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:
- Go to Smart PBX > Main Number > Incoming Call Handling.
Under the "Open Hours" tab, click Virtual Receptionist
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 send 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
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.
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.
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
.mp3and 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.
Click Save to save the IVR greeting for "Open Hours".
Repeat Steps 3 to 6 to configure the menu and greetings for the other time periods "Lunch", "After Hours" and "Holidays".
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".
- Go to Apps > Callflows > Menu.
- Select the advanced callflow that your VR is routing to.
- Verify that the box "Allow caller to dial extensions" is checked.
Configuring the main conference numbers
All users must use the main conference number plus their individual conference extension.
- Go to Smart PBX > Main Number > Main Conference Number.
Click Add from Spare Numbers.
Select the number you want to use as the conference number.
- Click Add Selected Numbers.
- Click Custom Greeting if you want the conference callers to hear a specific greeting. Use the slider to enable and enter the text that you want to add.
- Close the menu.
Moving number from call flow to main company number
To move numbers from callflows to the main company number in Smart PBX, delete the number from the callflow to make it available as a spare number.
To delete the number from callflow:
- Go to Apps > Callflow > Callflows.
- Select the callflow that contains the number you are planning to move.
To delete the number, click X in the top right.
If you are moving the only number in that callflow you’ll have to assign a new extension. This can be anything you choose, in the example we used “Moved to Smart PBX”.
To add the number to main company number:
- Go to Apps > Smart PBX > Main Number.
- Select Main Company Number.
Click Add from Spare Numbers.
Select numbers you want to list as main number and then click Add selected Numbers.
Virtual reception advanced settings
After you set up the virtual receptionist in SmartPBX > Incoming Call Handling, you can configure more advanced settings as follows:
- Go to Callflows > Menu.
- Click the “MainOpenHoursMenu” from the list of callflows on the left.
Go to the “Advanced" tab and click Options.
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
Click Save and the confirm the save.
- Click Return to Callflows.