Customization Options for Your Phone Call Route

Owned by Eric Chavez
Last updated: Dec 19, 2024
2 min read

We’ve already set up a basic call route for your new account, but it's important to tailor the system to meet your specific business needs. Below is an overview of the default setup and the available features that can enhance your phone system.

General Setup

For all new customers, the following default setup has been pre-configured:

  1. Phone Number
    An auto-generated phone number is provided for immediate use.

  2. Time Conditions
    Calls are routed based on time conditions. By default, your system is set to operate from 9:00 AM to 5:00 PM, Monday to Friday.

  3. Announcements
    A generic announcement is set up for both greeting and voicemail.

  4. Call Group (Ring All)
    If the first person in the call queue is busy, calls will automatically route to the “Ring All” group, which will ring all available extensions at the time.

Customization Options

We recommend reviewing your business needs to ensure your phone system works the way you expect. Here are the key features you can customize:

1. Time Conditions

  • Business Hours: Set specific times during which your office is open (e.g., 9:00 AM to 5:00 PM, Monday to Friday).

  • After-Hours Routing: Outside business hours, you can redirect calls to another phone number or voicemail. You can also create an after-hours announcement informing customers when they reach you outside of office hours.

2. IVR (Interactive Voice Response)

  • Custom Call Routing: With an IVR, your customers can select the department they wish to speak with (e.g., Press 1 for Sales, Press 2 for Support, etc.), helping to route calls efficiently.

3. Call Flow

  • Call Routing Plan: Decide how you want calls to flow within your business. Who answers the calls, and if that person is unavailable, which other person or team should receive the call? This ensures no calls are missed.

4. Announcements

  • Custom Announcements: You can upload your own custom announcements or we can set them up for you. For example, you may want a personalized welcome message, hold music, or a custom voicemail message.

5. Extensions and Devices

  • Extension Naming: Naming your extensions based on the user or location helps with easy identification.

  • Device Options: Each user can have up to 3 devices linked to their extension:

    • EVOC2 Handset

    • Mobile App

    • PC/Laptop Softphone Application

Getting Started

To get the most out of your phone system, we recommend booking an onboarding meeting with our support team. We’ll work with you to customize your call routing, time conditions, and any other features to match your business needs.

All new accounts come with the basic setup described above, but taking the time to personalize your system ensures it will be more efficient and aligned with your operations. Book your onboarding meeting today to make your phone system work for you!