In UpCentral, the call handling configuration feature allows you to define how incoming calls to your company phone number are managed during both business and non-business hours. This guide will walk you through setting up these preferences to ensure calls are routed efficiently according to your operational needs.
Setting Business Hours
Before adjusting call handling settings, ensure your business hours are set up correctly:
Navigate to the left navigation pane and click on Settings.
Select Settings again from the menu.
Here, you can update your company’s operational hours to reflect when your team is available to respond.
Configuring Call Handling and Routing
Once your business hours are established, you can set up how calls should be handled:
From the left navigation bar, expand the Company Number option.
Click on Call Handling to access the settings for routing calls.
This section lets you specify actions for incoming calls, helping maintain seamless communication flow both during and outside of business hours.
Call Handling Options
When configuring call handling for your company phone number in UpCentral, you have several options to choose from depending on your needs:
Send the call to a team member: Choose this option to have the company phone number ring a specific team member directly.
Play a greeting/message (no voicemail): Select this if you want to play a specific greeting or message to callers. You can choose a pre-existing media file, record or upload new media, or create new media using text-to-speech technology.
Forward to another number: This option forwards all incoming calls to a specified external phone number.
Send caller to a call queue: Direct all callers to a designated call queue. You can manage and create call queues under the "Call Queue" tab.
Send to an automated response menu (IVR): Route all callers to a specified interactive voice response (IVR) menu. You can create and manage IVR menus under the "Call Menu" tab.
Send the call to a ring group: Utilize this option to distribute incoming calls among a group of team members, ensuring that calls are likely to be answered quickly by the next available member.
Send the call to the company's voicemail: Opt for this to direct calls to the company's voicemail system when no team members are available to answer. This is ideal for handling calls received outside of business hours or during peak times.