Configure Incoming Call Routing

Where to configure incoming calls#

Open Settings → Voice → Caller IDs & Routing → the Incoming tab. Each row shows a number, its current mode (Associate or IVR), the agents it rings, and Configure / Remove actions. Click Add routing, pick an unconfigured number, and the configuration dialog opens.

1. Choose a routing method#

• Associate User — ring one or more agents directly.

• Configure IVR Menu — play a menu (“Press 1 for Sales…”) and route by the caller’s choice.
  

  

2. Build an IVR menu (optional)#

Add a menu message and option rows. Each option has a Key (1–9, no duplicates), a Label, and an Action:

• Assign User — ring the chosen agents.
  

  

3. Set the ring type#

• Simultaneous — ring everyone at once.

  

• Sequential — ring one after another. Set a Ring interval (1–9 rings) and optionally Repeat ringing.

  

4. When an agent is busy or unavailable#

Choose Send to Voicemail or Decline the call.

5. Voice prompts#

Pick a Voice format: Text, Audio file, or Audio URL. In Text mode you also choose a voice language (from 30 Amazon Polly voices). You can set three prompts:

• Welcome — played when the call connects.

• Busy — played when agents are busy.

• Unavailable — played when no one answers.

For Audio, upload an MP3 or WAV file, or point to an https URL.

6. Call queue (optional)#

Turn on a queue to hold callers when everyone’s busy:

• Max callers in queue — 1–25.

• Max wait time — 1–25 minutes.

• Hold music — Default or a Custom upload (with preview).

• Announcement — None or an uploaded audio clip.
  

  

7. Record incoming calls#

Toggle Record incoming calls for this number. See Call Recording & Transcription for details and playback.