Phone Number Settings for Voice Calling

The “Incoming Call Settings” interface puts every factor that routes an inbound call into one set of settings. With quick-edit controls and handy links to advanced pages, you can diagnose call-flow issues and update settings in seconds, without hunting through multiple menus.

What is Edit Configuration (Incoming Call Settings)?

This redesigned interface consolidates every element that can intercept or redirect an incoming call (IVR, forwarding, AI, etc) into a single, easy-to-read window. Each row shows (1) whether the factor is enabled, (2) which record is responsible, and (3) an Edit action or deep link so you can adjust the setting immediately. By visualizing priority order, the screen eliminates guesswork when a call doesn’t ring where you expect.

Key Benefits of Incoming Call Settings

Full transparency see exactly which rule will answer first, second, and third.

Inline editing toggle or update most settings without leaving the page.

Clear Priority learn the fixed order the system follows.

Troubleshooting speed quickly spot mis-configured numbers or missing users.

Fewer missed calls optimize routing so prospects always reach a person.

Time savings no more digging through separate menus for each feature.

Access Phone Number Edit Configuration

Navigate to Settings Phone Numbers Phone Numbers tab. On the list of phone numbers, click the 3-dot action menu next to a specific phone number, then click Edit Configuration.

Basic Details

On the Basic Details tab:

Friendly Name Rename the phone number.

Calls Go To

Team Member Use the dropdown to select the specific team member calls to this number will go to.

Ring Options Select one or more places to ring simultaneously.

Web App If they have the web app open, it will ring.

Mobile App If they are logged into the mobile app, it will ring.

Phone Number Click and type in a specific number to forward to.

VoIP Deskphone If setup, their physical desk phone will ring.

Call Recording

Recording Toggle Toggle call recording on or off for this number.

Message Checkbox Check on to play a message before starting the call.

Message Box Type the message you want played (ex: This call will be recorded for quality purposes).

Call Forwarding Tab

On the Call Forwarding tab:

Calls Go To

IVR If IVR manages the number then none of the other options will be enabled. Go to the IVR settings to manage the number.

Team Member (1ST PRIORITY)

External Phone Number (2ND PRIORITY)

Voice AI (3RD PRIORITY)

Ring More Team Members If checked, you can select up to 6 more users to ring at the same time.

User Multiselect Use the multiselect to choose 1-6 more users.

Device Type The device icon next to the user's name (desktop, mobile, etc) shows which device type that user has set to ring for themselves.

Timeout Incoming calls go to the Backup after the set number of seconds.

Incoming Call Timeout Check to use this number of seconds for incoming calls. Edit the seconds in the field. (20 seconds is recommended)

Outgoing Call Timeout Check to use this number of seconds for outgoing calls. Edit the seconds in the field.

Backup

Voice AI Check to send timed out incoming calls to a Voice AI bot.

Voicemail Check to send timed out incoming calls to location voicemail.

Understanding Call-Flow Priority

The simplified UI lists factors top-to-bottom in the exact order the system evaluates them:

Workflow, IVR, or other Automation attached to the number

User assigned to the phone number

User assigned to the contact record

Ring Incoming Call to Multiple Users (Ring-All)

Forwarding Number

Each option will have a badge on it like "1st priority", "2nd priority", etc. Only one option will ring. The system will ring the highest priority that is available. For example, if user Andy Anderson is 1st Priority, but is not