Mobile
Managing call flow groups in the mobile app
Last updated on February 14, 2022
Admins can set what should happen to your calls during and after business hours, including:
- Setting an automated response menu to your calls with a customizable greeting.
- Forwarding your call directly to a team member or a group of members.
Admins can configure and manage all existing call flow groups through the mobile app.
- Call Queues: Groups of users or extensions which receive queue calls to be answered by the next available member of the group. A queue overflow can be enabled to extend your call queue.
- Paging Only: Enable real-time, one-way broadcasting through multiple desk phones and overhead paging devices. Paging Only groups have assigned extensions but cannot receive or originate voice calls.
- IVR Menus: Configure different interactive voice response (IVR) menus to allow callers to select routing options.
- Shared Lines: This allows a business to set up a phone number in such a way that calls coming into the shared line can be answered in any of the devices sharing that line.
- Park Locations: This allows a user to put a call on hold on a Park Location and continue the conversation from another device.
- Message-Only Extension: A special extension that routes all calls received to its voicemail box.
- Announcement-Only Extension: A special extension that routes all calls received to an announcement greeting.
- Call Monitoring: Commonly referred to as Monitor/Barge/Whisper. Each group consists of two sub-groups indicating users that can monitor (supervisors) and users that can be monitored (agents).
Note: Adding Call Queues, Paging Only, Shared Lines, and Park Locations can only be done by admins through logging in to your online account.
Finding your Groups
The Groups menu via Menu > Phone System will indicate the total number of existing groups and extensions you have on your account.
- Depending on which device you’re on:
- For Android devices, tap the More icon at the bottom right.
b. For iOS devices, tap your profile photo at the top left.
- Tap Admin tools.
- Tap Phone system > Groups.
- You will find all your active groups: Call Queues, Paging Only, IVR Menus, Shared Lines, Park Locations, Message-Only Extension, Announcement-Only Extension, and Call Monitoring.
Managing Call Queues
Admins can configure all existing call queue groups in the mobile app. To add another group, login to your online account.
- Navigate to Admin tools via your profile menu.
- Tap Phone System.
- Tap Groups.
- Tap an extension under Call Queues to modify the following settings:
- Manage Hours: Configure your group’s Business Hours and After Hours.
- Members Availability: View the availability or status of all members.
- Manage Members: Edit the Primary Members in the group.
- Manage Custom Rule Status: Edit custom rules that apply to the group. You can only add a new Custom Rule by logging in to your online account.
- Manage Member Status: Configure members’ Queue Status and Member Status.
Finding your Paging Only groups
You can only view all existing Paging Only groups in the mobile app. To add and configure your Paging Only groups, you need to sign in to your online account.
To view your Paging Only groups, navigate to Admin tools in the mobile app. Tap Phone System > Groups. You will find your Paging Only groups below Call Queues.
Managing your IVR Menus
Admins can add an IVR menu and configure all existing IVR Menus in the mobile app. Learn more about configuring your IVR Menus.
- Navigate to Admin tools.
- Tap Phone System.
- Tap Groups. You will find your IVR Menus below your Paging Only groups.
- Select an IVR Menu to configure the following settings:
- Extension Info: Modify the general information of the IVR Menu.
- Direct Numbers: Select the number you want to connect with your IVR Menu.
- Prompt: Choose between using an Audio or Text to speech Prompt mode.
- Call Handling: Modify the IVR menu’s call handling settings.
Managing Shared Lines
Admins can only add another Shared Line by logging into your online account. If you’ve set up your Shared Lines, you can configure existing Shared Lines in the mobile app.
- Navigate to Admin tools.
- Tap Phone System.
- Tap Groups. You will find your Shared Lines below your IVR Menus.
- Select a shared line to configure the following settings:
- Info: Modify the general information of your shared line, including the Extension Number, Group Name, Record Group Name, Email, Site, Business Hours, and Regional Settings.
- Phones & Lines: View the phone and numbers assigned to your shared line.
- Direct Numbers: View and modify the number assigned to the shared line menu.
- Greeting & Blocked Calls: Modify the greeting messages callers will hear when they call the shared line as well as choose which numbers will be blocked from calling the shared line.
- Call Handling: Modify how you want calls made to the shared line to be handled.
- Outbound Caller ID: Modify the outbound caller ID of the shared line.
- Messages & Notifications: Choose how you want to receive messages during business hours and after hours.
Finding your Park Locations
Admins can only view existing Park Locations on your mobile app. To add or edit Park Location extensions, login to your online account.
To view your Park Location, navigate to Admin tools in the mobile app. Tap Phone System > Groups. You will find your Park Locations below your Shared Lines.
Managing Message-Only Extension
- Navigate to Admin tools.
- Tap Phone System.
- Tap Groups.
- Tap on a Message-Only Extension you want to manage. The following can be modified at this point:
- Extension Info: Allows you to edit the extension number, name, contact phone, email address, site, address, and regional settings (time zone, time format, home country code, and greetings language) of a specific extension.
- Direct Numbers: Allows you add local, toll-free, and vanity numbers where calls will be routed to.
- Messages & Notifications: Enables you to set up the extension’s voicemail greeting, assign an extension/user as the message recipient, preview messages and voicemail, and modify notification settings.
Configuring your Announcement-Only Extensions
- Navigate to Admin tools.
- Tap Phone System.
- Tap Groups.
- Tap the Announcement-Only Extension you want to manage.
- From here, you can modify the following settings:
- Extension Info: Allows you to edit the extension number, name, contact phone, email address, site, address, and regional settings (time zone, time format, home country code, and greetings language) of a specific extension.
- Direct Numbers: Allows you to add local, toll-free, or vanity numbers where calls will be routed to. Note that adding a Direct Number can only be done by an administrator using the admin portal.
- Announcement: Allows you to set up the extension's announcement greeting. You may use the default system greeting, create and upload your own greeting, or upload a previously recorded greeting.
Configuring Call Monitoring groups
- Navigate to Admin tools.
- Tap Phone System.
- Tap Groups.
- Tap the Call Monitoring group to modify:
- Group Name: Enter name of the Call Monitoring group.
- Users that can monitor this group: Select the users who can monitor the users in the group.
- Users that can be monitored: Select the users who can be monitored in the group.
Adding Call Monitoring Group
- Navigate to Admin > Phone System.
- Tap Groups.
- Tap the plus button next to Call Monitoring.
- Enter the Group Name and select the Users that can monitor this group, and Users that can be monitored.
- Tap Save in the upper right.
Deleting Call Monitoring Group
- Navigate to Admin > Phone System.
- Tap Groups.
- Tap the extension you want to delete under Call Monitoring.
- Tap the Delete Group button.
- Tap Ok on the deletion prompt.
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