Telephony system

Who has access to telephony systems?

• All users with the permission Telephony system can view and edit the settings.

Open telephony systems

1. Click on gear icon.

2. Choose yours organization.

3. Expand the list Telephony system.

Response groups

Buy more response groups

Applies to: Unlimited = unlimited, Light = 2 pcs (more can be purchased).

The cost will be added to the next invoice.

1. During Telephony system, expand Response groups.

2. Click on Buy response group.

3. Select quantity.

4. Click on Buy.

5. Confirm with Yes.

Create new response group

1. Click on the plus sign.

2. Name the group (e.g. Customer Care).

3. Choose one number to the group.

4. Choose one billing ID (usually the same number).

5. Select display number for neckline.

6. Addagents (can be filled in later).

7. Addsupervisors (Pro users only).

8. Click on Create.

Button selection menus (IVR)

Buy more button selection menus

Applies to: Unlimited = unlimited, Light = 2 pcs (more can be purchased).

The cost will be added to the next invoice.

1. During Telephony system, expand Button selection menus.

2. Click on Buy button selection menu.

3. Select quantity.

4. Click on Buy.

5. Confirm with Yes.

Create new button selection menu

1. Click on the plus sign.

2. Name the menu (e.g. Main number).

3. Select the number to be linked to the menu.

4. Select billing ID (usually the same number).

5. Create voice messages (text-to-speech or audio file).

6. Set call distribution (e.g. “press 1 for customer service”).

7. State opening hours.

8. Adjust advanced settings (optionally).

9. Click on Create.

Edit existing button selection menu

1. During Telephony system, expand Button selection menus.

2. Click on the menu you want to edit.

3. Make changes.

4. Click on Save.

Call control

The default settings apply to new and unchanged users.

Voicemail

1. Select speech synthesis or sound file.

2. Click on Save.

Transcription of voice messages

1. Toggle on/off Transcription.

2. Decide whether it should apply to all users immediately.

3. Choose whether users can change the setting themselves.

Missed calls

• Choose what happens to unanswered calls.

Call waiting & busy

• Activate call waiting by default.

• Specify what should happen when the call is received.

Handling rejected calls

• Choose between:
  • Go to voicemail

  • Play message & hang up

  • Busy tone

  • Forward

Unassigned numbers

• Set up call handling for inactive numbers in your organization.

Display number

• Choose default display: mobile or landline number.

• Custom user-level rules override the default.

Personal button selection menu

• Choose whether to apply the default settings:
  • New users only

  • Users without changes

  • All users

Audio files

New audio file

1. Click on the plus sign.

2. Name the file.

3. State language tag.

4. Select record or upload file.

5. Click on Create.

Change audio file

1. Expand the file.

2. Make changes.

3. Click on Save.

Delete audio file

1. Expand the file.

2. Click on Remove.

3. Confirm with Remove again.

An audio file can only be deleted if it is not being used.

Display number

A display number allows a user to call out and display a non-personal number for the recipient.

Add display number

1. Click on the plus sign.

2. Choose one phone number.

3. Choose whether the number can also be used for SMS.

4. Assign numbers to users and/or teams.

5. Click on Save.

Edit existing display number

• If linked to a response group:
  1. Toggle on/off access for agents and/or supervisors.

  2. Click on Save.

Remove display number

1. Expand the number.

2. Click on Remove at the bottom.

3. Confirm with Yes.

If the display number is associated with a response group, it cannot be removed.