IVR menus, ring groups, and call routing
Recordings (Audios) is the audio library behind every greeting your callers hear. This guide shows you how to open it from the Call Flow page, upload an .mp3 or .wav file, create a greeting from text with a chosen language and voice, preview it, and then use it in your IVR, voicemail or ring group.
Prepare a temporary greeting and destination, redirect incoming calls during a closure, then restore and test the original route when you reopen.
Compare Call Center strategies with practical examples. Choose fixed order, rotating offers or simultaneous ringing and test how available agents receive calls.
Use Level rules to offer queued calls to a primary team and then make backup agents eligible. Coordinate ring times, tier waits and the final fallback.
Compare team ringing with an agent queue. Choose the right option for reception, sales or support, and plan waiting limits, fallback destinations and business hours.
Add extension-based agents, manage availability, ringing, retry delays and wrap-up time, and assign agents to Call Center queues.
Find why a queue skips an agent or rings nobody. Check routing, membership, availability, Level and Position, phone registration and retry timers.
Trace an incoming call from the dialed number through forwarding, schedules, IVR, ring groups and extensions to find and correct the routing problem.
Create a Call Center queue, choose its strategy, assign agents, configure music, waiting limits and fallback, and connect and test incoming calls.