Help Centre
Call routing, menus and hours.
Main menus, extensions, ring groups, queues, after-hours and holiday rules, forwarding.
How do I set up a main menu (auto attendant)?A main menu answers with a greeting and routes callers by the key they press. Keep it to four options, record a clear greeting and test it from a cell.Should I use a ring group or a call queue?A ring group rings several phones at once or in order; a call queue holds callers in line for the next agent. Choose by call volume and acceptable wait.How do business-hours and after-hours rules work?Time-based rules check the day and time of each call and send it to the open-hours flow or the after-hours flow. Holidays override the weekly schedule.How do I forward business calls to my cell phone?Ring your cell in a ring group, use the mobile app, or set find-me/follow-me. Each option keeps your business number on caller ID and avoids missed calls.What happens to callers when everyone is busy?Set an overflow path so callers never hear a busy tone: hold in a queue, ring another group, offer a callback, or take a message by voicemail or AI.How do I transfer a call (blind vs warm transfer)?A blind transfer sends the caller straight to another extension. A warm (attended) transfer lets you brief the colleague first. Here is when to use each.How do calls route between multiple locations?One cloud system serves every office. Each location keeps its local number and hours while calls transfer, overflow and report across sites as one company.How do I set a holiday greeting?Add the date to your holiday list, record or type a closure message, and pick where callers go. It plays on the day and normal hours resume the next day.How do I route urgent after-hours calls to whoever is on call?Give callers an urgent option after hours that rings the on-call person's cell, escalates if unanswered, and changes automatically as the rotation changes.
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