Voice Management Guide
The Voice Management user guide
Creating a routing
1 - Creating a routing
In your IVR, you can set up a routing. This will allow you to forward one number to another.
Routing can be set up if you have an on-call number, for example. If your support team takes calls until 6:00 pm but you still want to be accessible after this time, you can transfer all calls to your on-call number, without being obliged to share this number.
To set up your routing, go to the “Routings” tab in your administrator interface. Click on “Add a routing”. You will be able to fill in the following information:
- Name: give your routing a name,
- Description: the description of your routing can be the same as the name,
- Max. on hold: corresponds to the maximum number of people who can be on hold prior to being dealt with by your routing phone,
- Capacity on calls
- Ring number: corresponds to the number of times the routing phone will ring,
- Record the communication: you can record your communications. Note: the person who responds to the routing phone will not be able to stop the recording of the call.
- Number: the number to which you want the call to be redirected.
Save your routing by clicking on “add”.
2 - Link your routing to an IVR
Once you have saved your routing, by clicking on “add” and go to the “Step” tab.
Create a new step and click on “new stage”, select “Routing”. You will be able to configure your routing by filling in the following fields:
- Routing: In the drop-down menu, select the previously created routing.
- On hold music: select the on hold music for the caller
- Waiting time: select the waiting time before the call moves on to the next stage
- Table of Contents
