Users Menu: Inbound Call Settings
Laarni D avatar
Written by Laarni D
Updated over a week ago

The Inbound Call Settings tab allows efficient control over incoming calls, which includes adding extensions and managing user working hours.

Admins can set up user settings by navigating to the Users menu > Inbound Settings.

Inbound Call Settings

  1. Extension

    Assigning an extension number to a user or agent streamlines contact access, eliminating the need to navigate an IVR (Interactive Voice Response) system.

    Discover more information on how to add extensions here.

  2. Working Hours

    Admins can set up user working hours, which also include lunch breaks, to make sure there's always someone available for inbound calls. These times are in your company's local timezone, currently set to America/Los Angeles.

    For instance, if your working hours are from 8:00 AM to 12:00 PM with a break from 12:00 to 1:00 PM, follow these steps:

    1. Set the time from 8:00 AM to 12:00 PM.

    2. Click "Add hours" from 1:00 PM to 5:00 PM.

  3. Personal Voicemail

    A professional voicemail message makes a positive impression on contacts, allowing them to communicate concerns promptly and reducing wait times. Users can manage their personal voicemail in User Settings.

  4. Operating States

    With this feature, you can route inbound calls based on the states or areas from which they originate. This allows the assigned user to specifically receive calls from contacts in certain locations.
    If a user is part of a ring group, incoming calls will be directed to other users (agents) based on the ring group's configuration. The user assigned to the call can only accept calls from specific locations.
    For example, if the ring group is configured to ring multiple users simultaneously, and the caller's location matches the user's designated settings, then the user's phone will ring. However, if there's no match in the location settings, the user's phone will not ring. This rule applies to both direct calls and missed calls.

  5. Operating Area Codes

    This feature allows users to define restrictions on area codes for inbound and automated calls, giving them more control over their call routing.

    By default, this feature is disabled, allowing users to receive inbound or automated calls from any area code without any filters or restrictions.

  6. Follow-up

    If a user misses a call, an automatic follow-up SMS can be sent to the contact using the number set in the Backup Routing.

  7. Caller Notification

    Admins can enable an auto-text message after a call, enhancing customer engagement. You can configure the message content in this area as well.

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