Main number

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.

IMPORTANT: 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

  1. Go to Smart PBX > Main Number > Main Company Numbers to assign the main company numbers.
  2. Click Add from Spare Numbers if required. You can add more than one main number.
  3. Close the menu.

Setting the office hours strategy

  1. Go to Smart PBX > Main Number > Office Hours Strategy.
  2. Select either 24 hours open office or custom office hours.

    officehours

  3. Check the box to specify if you are closed for lunch.

  4. Save your changes.

Configuring office holidays

  1. Go to Smart PBX > Main Number > Office Holidays.
  2. Check the box Are you closed for the holidays.

    addholidays

  3. Click Add Holiday.

  4. 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, Mon covers the June bank holiday which falls on the first Monday in June every year.

    officeholidays

  5. Save your changes.

  6. 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.

    holidaysexample

Setting up incoming call handling

In this section, you can define how to handle all incoming calls under different conditions.

In Incoming Call Handling, you can select the way you want your callers to reach you when your office is open or closed. Depending on the office hours strategy and office holidays, you can set-up different options for Open Hours, After Hours, and Holidays:

  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. You can set up advanced callflows in the Callflows application.

    • Route directly to a voicemail box.
  3. Save your changes.

Setting up the virtual receptionist

You can use the virtual receptionist to answer calls and transfer them to the appropriate department or person.

Virtual Receptionist

  1. Go to Smart PBX > Main Number > Incoming Call Handling.
  2. From any tab, click on the Virtual Receptionist.
  3. Under the Greetings column, add the greeting that callers will hear when the virtual receptionist answers their call. You can do this several ways:

    • Write your greeting using text to speech.
    • Upload your own media file with the appropriate greeting.
    • Choose from current recordings.
    • Record your own greeting over the phone using the PIN and instructions provided in the dialog.
  4. Under the Main Menu column, select the routes that the call will follow when the caller presses 0, 1, 2, and so on. You can route calls to the directory, a user, a device, an existing greeting, a group, or a voicemail box. If none of these are suitable, then you can route to an advanced callflow. See Setting up an Advanced Callflow.

  5. Define what will happen if the caller doesn't press any number (default action).
  6. Save your changes.

Adding the main conference numbers

All users must use the main conference number plus their individual conference extension.

  1. Go to Smart PBX > Main Number > Main Conference Number.
  2. Click Add from Spare Numbers.
  3. Define your custom greeting using the text to speech option under Custom Greeting.
  4. Close the menu.

Adding the main faxbox numbers

In this section, you can define the main faxbox number for the company.

NOTE: From the Smart PBX dashboard, you can jump quickly to update the Faxbox Number.

smartpbxdash

  1. Go to Smart PBX > Main Number > Main Faxbox Number and click Add Main Number.
  2. Click Add from Spare Numbers.
  3. Close the menu.

Where to find more information