Telephony system

Who has access to telephony systems?

• All users with Telephony System permission can view and edit the settings.

Open telephony systems

1. Click on the gear icon.

2. Select your organization.

3. Expand the Telephony System list.

Response groups

Buy more response groups

Applies to: Unlimited = unlimited, Light = 2 pcs (more can be purchased).

The cost will be added to the next invoice.

1. Under Telephony System, expand Answering Groups.

2. Click Buy Response Group.

3. Select quantity.

4. Click Buy.

5. Confirm with Yes.

Create new response group

1. Click on the plus sign.

2. Name the group, for example Customer Care.

3. Choose a number for the group.

4. Choose a billing ID, usually the same number.

5. Select display number for dialing.

6. Add agents. You can also add agents later.

7. Add supervisors. This applies to Pro users only.

8. Click Create.

Button selection menus (IVR)

Buy more button selection menus

Applies to: Unlimited = unlimited, Light = 2 pcs (more can be purchased).

The cost will be added to the next invoice.

1. Under Telephony System, expand Keypad Menus.

2. Click on the Buy button dropdown menu.

3. Select quantity.

4. Click Buy.

5. Confirm with Yes.

Create new button selection menu

1. Click on the plus sign.

2. Name the menu, for example, Main Number.

3. Select the number to be linked to the menu.

4. Select the billing ID, usually the same number.

5. Create voice messages using speech synthesis or an audio file.

6. Set up call distribution, for example, “press 1 for customer service.”

7. Enter opening hours.

8. Adjust advanced settings if necessary.

9. Click Create.

Edit existing button selection menu

1. Under Telephony System, expand Keypad Menus.

2. Click on the menu you want to edit.

3. Make your changes.

4. Click Save.

Input collector

An input collector is used to collect information from the caller before or during a call. This could be, for example, customer number, social security number or identification via BankID.

Create input collectors

1. Under Telephony Systems, expand Input Collectors.

2. Click Input Collector.

3. Click Create Input Collector.

4. Enter name and display name, for example BankID.

5. Select input type:
   • Custom input type

   • Personal identification with BankID

6. Select any webhook or provider.

7. Choose how the input collector should be activated:
   • The caller or agent activates

   • Automatic before queue

   • Agent activates during call

8. Set the activation button, timeout and any messages.

9. Specify input settings, such as social security number length, square ending, and input timeout.

10. Add messages that play to the caller during the flow, such as instructions, message upon identification, or confirmation message.

11. Specify identification settings as needed, such as timeout, number of attempts, and what to do if identification fails.

12. Click Create.

Link input collectors to response groups

1. Open the response group where the input collector will be used.

2. Go to Input Collector.

3. Select the input collector.

4. Click Save.

Once the input collector is connected, it can be used according to the activation mode you have chosen.

Call control

The default settings apply to new and unchanged users.

Voicemail

1. Select speech synthesis or audio file.

2. Click Save.

Transcription of voice messages

1. Toggle Transcription on or off.

2. Decide whether it should apply to all users immediately.

3. Choose whether users can change the setting themselves.

Missed calls

• Choose what happens to unanswered calls.

Call waiting and busy

• Enable call waiting by default.

• Specify what should happen when the call is received.

Handling rejected calls

Choose what happens when a call is rejected:

• Go to voicemail

• Play message and hang up

• Busy tone

• Forward

Unassigned numbers

• Set up call handling for inactive numbers in your organization.

Display number

• Choose default display: mobile or landline number.

• Custom user-level rules override the default.

Personal button selection menu

Choose whether the default settings should apply to:

• New users only

• Users without changes

• All users

Audio files

New audio file

1. Click on the plus sign.

2. Name the file.

3. Enter language tag.

4. Choose whether you want to record or upload a file.

5. Click Create.

Change audio file

1. Expand the file.

2. Make your changes.

3. Click Save.

Delete audio file

1. Expand the file.

2. Click Delete.

3. Confirm with Delete again.

An audio file can only be deleted if it is not being used.

Display number

A display number allows a user to make a call and display a non-personal number to the recipient.

Add display number

1. Click on the plus sign.

2. Select a phone number.

3. Choose whether the number can also be used for SMS.

4. Assign the number to users and/or teams.

5. Click Save.

Edit existing display number

If the display number is associated with a response group:

1. Toggle on or off access for agents and/or supervisors.

2. Click Save.

Remove display number

1. Expand the number.

2. Click Delete at the bottom.

3. Confirm with Yes.

If the display number is associated with a response group, it cannot be removed.

Call logs Retention time

Specify how long call logs should be saved before they are deleted. The default is 12 months.

Call barring

Call barring is used to control which call destinations are allowed and block unwanted calls, such as premium rate calls.