Configuring Inbound Calls

After getting a phone number, you need to configure how it handles incoming calls. This includes assigning an agent and setting up call handling options.

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Assigning an Agent

The most important configuration: which agent answers calls to this number.

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Method 1: From the Agent

1. Open your agent
2. Go to Agent Settings → Phone Number Tab
3. Select your number from the dropdown
4. Save

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Method 2: From Phone Numbers

1. Go to Deploy → Phone Numbers
2. Find your number
3. Click to configure
4. Select the agent
5. Save

Each number can only be assigned to one agent at a time.

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Call Handling Options

→ NEEDS PLATFORM INFO: Specific call handling configuration options

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Greeting Behavior

Configure what happens when a call connects:

• Immediate greeting
• Brief pause before speaking
• Wait for caller to speak first

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Recording Settings

• Call recording enabled/disabled
• Recording disclosure message
• Storage and retention

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Hours of Operation

• Always active
• Scheduled hours
• After-hours behavior

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After-Hours Handling

What happens when calls come outside business hours:

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Testing Your Configuration

After configuring:

1. Call your number from a different phone
2. Verify the correct agent answers
3. Have a test conversation
4. Check call logs for any issues

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What’s Next