Inbound Call Settings

Users can manage their settings after admins configure them. This article explains Inbound Call Settings For Users.

Laarni D avatar
Written by Laarni D
Updated over a week ago

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.

  • Operating Area Codes

    This feature gives the user the ability to set an area code limitation on inbound/ automation calls.

  • 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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