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Popular Setups

Numbers

Queues

Forward to your cell phone
Receive Fax
Forward to a Menu

Forward to your cell phone

Answer your calls, no matter where you go! Forward all incoming calls to your cell phone, landline home phone, office phone or any other active telephone number.

If no answer on the line, choose to have callers leave a Voicemail.

To begin, please follow these instructions:

Select the “Numbers” option from the navigation bar.

Select “Edit” for the Number Action.

Select the operation to “Forward Call”.

Enter the phone number to forward your incoming calls to the text box provided.

Click the “Advanced Call Forwarding Options” button.

Modify the Caller ID to show, Voice Tag and Call Screening Options.

To add multiple forwarding numbers, click the “Add Another Number” button.

To play Hold Music while waiting, select an option. Or, to have your callers only hear ringing, leave the option set as “None”.

If there is no answer on your phone, set calls to “Leave Voicemail” by clicking the “Add Next Action” button.

Select the operation to “Leave Voicemail”.

Select the extension to which voicemail messages will be left. Then, click to “Save Rule Settings”.

Receive Fax

Set your Phone.com number to be your dedicated incoming fax line by following the instructions below:

**Please note only one number can be set as your dedicated incoming fax line.

Select the “Numbers” option from the navigation bar.

Select “Edit” for the Number Action.

Select how calls should be handled by selecting “Receive Fax”.

Select the extension to deliver the faxes.

Then click “Save Rule Settings”.

Now, when faxes are sent to your number, they will be delivered to the Inbox for that extension.

Forward to a Menu

You’re probably already familiar with how to use a Menu just from calling your any customer support department. The outgoing message plays, providing instructions on which key to press to reach which department. Here’s an example we’ll be creating below:

Thanks for calling Shamrock’s Custom Printing. Press 1 to place an order. Press 2 to check on the status of a current order. Press 3 to hear our location and hours. For all other questions or to speak with a representative, please press 0.

There are three steps to creating your Menu:

Step 1: Record your Outgoing Message

Step 2: Create your Menu

Step 3: Connect your Number to your Menu

Step 1: Record your Outgoing Message

Select the “Greetings” option on the navigation bar.
Select to “Add a Greeting”. You can find the button to “Add a Greeting” on the top of the page.

Record your Menu greeting. For more instruction on how to record a greeting, please visit the Greetings section of our knowledge base.

It is recommended to name your greeting something that helps you connect it with your Menu, such as “Menu Greeting” or “Outgoing Menu Message“.

After you have saved your greeting, visit the Menus section of your account by clicking Menus from the navigation bar.

Select to “Add a Menu”.

Stage one of your Menu creation involves the following:

Menu name: We recommend naming your Menu something that helps you remember this is your menu, such as “Main Menu” or “My Business Menu”.
Outgoing Message: The initial message your callers will hear. You’ve already completed this greeting. Click the dropdown menu and select your appropriate Menu greeting from the list.
Invalid Entry Message: If your callers select an option on the keypad that you have not configured in your Menu, the Invalid Entry Message will play. Typically, users will have it re-play the Outgoing Message, but you’re more than welcome to customize this for your Menu. To customize, simply create a new greeting and once saved, select the greeting from the drop down menu.
Allow Extension Dial: Enable and disable the option to allow your callers to dial directly to the extension within your Phone.com account.

Click “Continue”.

The Caller Selection (keys on the keypad of your phone) and Action Items (what happens when this key is pressed) for the Menu will appear.

Step 2: Create your Menu

Let’s set up the first Caller Selection for your Menu: Press 1 to place an order.

Select “Edit” to the right of Caller Selection 1 to display the Call Handling Rules.
Select “Forward Call” from the drop down menu.

Select “Forward Call” then enter the number(s) you would like to forward incoming calls to.

In this case, we’re entering our cell phone number to take all of our sales calls.
If we’re not around to answer the call, we’d like the callers to leave a Voicemail.
Select “Add Next Action” to select this option.

Select “Leave Voicemail” then the extension to leave the voicemail messages.

Click “Save Rule Settings”.

Menu option 1 has now been set that when your callers dial “1″ on the keypad, they are forwarded to the cell phone number. If there’s no answer on the cell phone, a voicemail will be left at Extension 76 for Sales. Now, to Option 2.

Let’s set up the second Caller Selection for your Menu: Press 2 to check the status of an order.

Calls will be forwarded to a Queue that has already been created. To learn how to create a Queue, visit the Queue section of the knowledge base.

Within the same Edit Menu screen, select “Edit” to the right of Caller Selection 2.

In the Call Handling Rules window appears, select the option for “Goto Queue”.

Select the appropriate Queue to use and click “Save Rule Settings”.

Menu option 2 has now been set that when your callers dial “2″ on the keypad, they are forwarded to the Order Status Queue. Now, to Option 3.

Let’s set up the second Caller Selection for your Menu: Press 3 for Hours and Location.

First, create your Hours and Location greeting.
Select the “Greetings” option on the navigation bar.
Select to “Add a Greeting”. You can find the button to “Add a Greeting” on the top of the page.