# Set up how calls are handled Help Center · Calls and handoffs · Updated 2026-10-06 **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. 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](/help/calls-and-handoffs/hand-calls-to-a-person). ## 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. ## Frequently asked questions ### Can I go back to how my calls were handled before? Yes. After you pick a simple setup, tap Undo at the top of the Call handling page. It puts back your previous setup, including any call flows it switched off. ### Who can change how calls are handled? Owners and managers. Staff can see the page and use the dry run. ## Related articles - [What happens on a call](https://vocenya.com/help/calls-and-handoffs/what-happens-on-a-call) - [Hand calls to a person: your team or GH Live agents](https://vocenya.com/help/calls-and-handoffs/hand-calls-to-a-person) - [Take handed-off calls in the app](https://vocenya.com/help/mobile-app/take-calls-in-the-app) --- Source: https://vocenya.com/help/calls-and-handoffs/set-up-call-handling Vocenya, powered by GH Business Solutions. Start a free trial: https://vocenya.com/register