Set up how calls are handled
Updated
In short
Open Call handling in Vocenya. It shows, in plain words, what happens when someone calls. Pick a simple setup, set up a phone menu, choose who callers are put through to and what they hear while waiting, then try it with a test call. You can undo any setup.
In this article
Everything about how your calls are answered is on one page: Call handling in Vocenya.
See what happens when someone calls
The top of the page tells the story of a call, step by step, in plain words. For example: your AI receptionist answers, callers can press 1 for Sales, Sales rings Maria for 20 seconds, then your receptionist takes a message. Each step has a Change button that takes you to the right place.
The story is worked out from your real setup, so it always matches what callers hear.
Pick a simple setup
Choose the one that sounds like you:
- Answer everything with AI and take messages.
- AI answers, puts callers through to me when needed. Your cell phone rings when a caller needs a person.
- Phone menu: press 1, press 2. Callers press a key, or just say what they need.
- Ring my team first, AI picks up if nobody answers.
- Something different after hours. Messages, ringing an on-call phone first, or putting urgent callers through.
Before anything is saved you see exactly what will change. Changed your mind? Tap Undo at the top of the page to go back to how it was.
If you built your own call flows in the call flow builder, a setup that would override them asks first. You can replace them or cancel. Undo switches them back on.
Set up a phone menu
Tap Set up a phone menu. Add one option for each key, like Sales or Service, and choose what happens when it's pressed:
- Ring one person on your team, or your whole team.
- Ring a phone number, such as another office.
- Go to a department you already have.
- Your AI receptionist helps them, or they leave a voicemail.
Your greeting is followed by "You can also press 1 for Sales, 2 for Service." Callers can always just say what they need instead.
Phone menus are included on plans with transfers. If yours doesn't include them, the page says which plans do.
Transfers
Under Transfers, choose who a caller who needs a person is put through to: your team ring list, one person, a phone number, a department, or nobody (your receptionist takes a message). Choose whether your team rings all at once or one after another, and for how long. How handoffs work.
What callers hear while they wait
Choose ringing, soft music or your own audio file under While callers are connected. It plays while we ring the person they're being put through to.
Try it
- Call my business now rings your cell phone with your receptionist, menu and all. A test call puts nobody through: your receptionist tells you where a real caller would go.
- Dry run shows where a call would go on any day and time, and what happens when the caller presses a key or asks for a person.
In the app
In the Vocenya app, open Settings, then What happens when someone calls. You see the same story, and you can pause the AI, have paused calls ring your cell phone and choose what callers hear while they wait.