Section 1: Everything the Client Can Do With This Number

This number is an intelligent call-receiving number. It can be configured to ring people, devices, bots, or be redirected to an automated system.

1. Paramètres de base (Basic Details)

Number Name (Friendly Name)

The number can be renamed (e.g., Customer Support, Sales, Emergencies, etc.).

Where Calls Go (Calls Go To)

Incoming calls can be routed to a specific team member.

Ring Options (Where It Rings)

The same call can ring in multiple places at the same time:

The client can combine multiple options to never miss a call.

Call Recording

The client can:

• Enable or disable call recording
• Play a message before the call

Example: “This call is recorded for quality purposes.”

2. Call Routing (Call Forwarding)

This system allows defining an intelligent priority order:

Reception Priority

Calls can be routed in the following order:

IVR (Interactive Voice Response)

Example: “Press 1 for sales, 2 for support…”

OR

If there is no IVR:

1️⃣ Primary team member

2️⃣ External number (backup)

3️⃣ Voice AI (AI voice assistant)

Ring Multiple People

The client can make up to 7 people ring at the same time:

• 1 primary
• Up to 6 additional

Each person can receive the call on:

• Computer
• Mobile
• Desk phone

Response Delays (Timeouts)

The client can define:

• How many seconds the system waits for an agent to answer (20 seconds recommended)
• Different delays for:

-Incoming calls

-Outgoing calls

3. If No One Answers (Backup)

After the defined delay, the call can be sent to:

Voice AI

An intelligent voice assistant that:

• Answers the call
• Asks questions
• Takes messages
• Qualifies the caller

OR

Voicemail

The message is stored in the account’s voicemail inbox.

4. Incoming Call Reliability (Human Validation)

When an incoming call is received, the system can ask the person who answers to press a key on the keypad (for example, 1).

This ensures the call is answered by a human and not by an operator’s automated voicemail.

5. Intelligent Call Identification

As soon as the agent answers, they hear an automatic message containing information about the incoming call, such as:

• Contact name
• Call source (website, advertisement, campaign, etc.)
• Any other useful information

6. Verified Caller ID (Recognized Displayed Number)

When an agent calls a client, the system displays the real company or agent number, even if the call goes through the platform.

This feature is called Verified Caller ID.

7. Intelligent Assignment of Incoming Calls

When a client calls, the system can decide whether the call is routed to:

• The contact owner (the salesperson or agent managing the client)
• Or the number owner (the person responsible for the line)

8. Real Phone Connection

When an agent calls a client, the agent is connected as soon as the client answers.

They hear:

• The real ringing tone
• The busy signal
• The actual connection
• The recording message (if enabled)

Updated on: 14/01/2026