Setting up your account

Steps

1. Open Phone Numbers, under Manage. New numbers are bought for you and appear on this page once they are attached to your account.
2. Choose a number and give it a label people will recognise, such as Main line.
3. Under “Inbound calls go to”, pick the main queue, one person (a direct line) or a call flow.
4. To bring a number you already have, press “Port a number” and answer the wizard: the country, the numbers, the current carrier, the account number and transfer PIN, the authorised person, the service address and a preferred date. Attach the letter of authorization and your latest bill.

A number that does not go to a call flow rings at any hour: opening hours are only checked inside a call flow. Carriers need about a week to move a number.

Read more

• Moving your business number to another providerArticle
• A valid number is not an active lineArticle
• QuestionsPage

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Steps

1. Open Agents, under Manage, and press “Invite an agent”. Enter a display name and an email address, and choose Agent or Tenant admin.
2. The invitation email expires in 7 days. A pending invitation already uses a seat, and when no seats are left the form says so.
3. Open Roles to read what each role may do. Tenant Admin holds every permission, Supervisor adds team-wide views such as the whole team's calls and Analytics, and Agent is the set for answering calls.
4. Built-in roles cannot be changed. When none fits, create a custom role and tick exactly what it may do, group by group.
5. When someone leaves, deactivate them in Agents. Deactivating ends their signed-in sessions straight away.

Your account can never be left without someone able to manage people and roles, so the last person who can cannot take that away from themselves.

Read more

• Who sees whatPage
• Remove an employee's phone system accessArticle

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Steps

1. Open Queues. A team is a queue in the portal, and the page shows how many callers are waiting, the longest wait, the average wait over the last hour and how many people are available.
2. Create a team with a name and a description, such as Sales or Support.
3. Set its priority to Normal, High or Urgent. Higher-priority calls are offered ahead of anyone already waiting.
4. Add required skills if only some people can take these calls. A person must have every skill listed to be offered the call.
5. Under “While callers wait”, choose a waiting flow you built, or standard hold music.

The Max wait field is saved but does not change routing yet: each offer to a person lasts 30 seconds. What happens when nobody answers is decided in your call flow, on the “No agent / timeout” exit of the Transfer to queue step.

Read more

• Teams and waitingPage
• Call queues and skills-based routing in QuebecArticle
• One number for sales, service and billingArticle

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Steps

1. Open Flow Resources and choose the Schedules tab.
2. Create a schedule with a name, a time zone and the hours for each day, and mark the days you are closed. Daylight saving time is handled for you.
3. Add each holiday with its date and its name.
4. Use the schedule in a call flow with the Business hours step. It has four exits: Open, Holiday, Emergency and Closed.
5. On a snow day, turn on Emergency mode for that schedule. It outranks holidays and hours until you turn it off.

A schedule with no hours set is treated as open. Closing your phone line is always something you choose, never the result of a missing setting.

Read more

• Call menusPage
• Business hours and holidays in one call flowArticle
• Unexpected closure: the snow-day phone messageArticle
• Quebec statutory holidays in call routingArticle

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