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Inbound Call Settings Overview
The Inbound Call Settings tab helps you to manage incoming calls. This includes adding extension numbers, managing working hours of the user.
Admins can configure the user settings in Users Menu > Settings.
Screenshot of User setting in User Access account:
Inbound Call Settings
Setting up your Inbound Call settings will sync to your Admin's access.
Extension
Assigning an extension number to a user or an agent will help the contacts to reach a specific user to address their concerns without navigating an IVR.
Read more about Assigning an Extension Number to the User.
Working Hours
Admins can configure users' working hours and can split time for lunch breaks to ensure that someone can attend to inbound calls.
You can learn more about Setting up User's Working Hours in this guide.
Personal Voicemail
Having a voicemail message in a professional tone leaves a good impression on contacts. It helps them communicate their concerns immediately, thus reducing their waiting time. Users can get back to them as soon as they become available.
Users can manage their personal voicemail in the User Settings menu
Navigate to the User Menu > Settings > Inbound Call Settings tab
In the Personal Voicemail section, select Voicemail
Users can upload a voicemail or record a voicemail
Click Save
Operating States
Inbound calls can be routed to users based on the states or areas where the call is coming from.
Read more about Geo-routing of Calls to the User
Operating Area Codes
This feature gives the user the ability to set an area code limitation on inbound/ automation calls.
Read more about Operating Area Codes in this article.
Follow-up
If a user misses a call, a follow-up SMS can automatically send to the contact using the number set in the Backup Routing.
Caller Notification
Admins can enable an auto-text after a call which helps in improving customer engagement. You can configure exactly what you want the text to say in this area as well.
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