How to Set Up Call Routing

Learn how to leverage call routing with our extensions and automated receptionist features.

Once you’ve created your Cloudphone.com account, you can start utilizing the call routing feature in 2 different ways: extensions and automated receptionists 

Set Up Your Extensions 

Here is a step by step process of how to set up your extensions in the Cloudphone.com desktop portal (instructions for mobile setup are further down below). 

Keep in mind – with the standard pricing plan, your account includes 2 extensions. However, you can easily add on more extensions by upgrading your account. Extensions will need to be created for more than one user to log into the system. 

On desktop portal: 

1. Sign into your Cloudphone.com account. 

2. Find Extensions in the menu on the left side of your screen.

3. Select Add New.

This will take you to a new page on which you can create an extension.

4. Choose between Personal or Department.

• Create a Personal extension for each person you would like to use the Mobile app and web portal.

• Create a Department extension to connect groups of people in your company. Whoever picks up first gets the call. 

5. Choose the role and admin privileges. 

• Select Admin to give a user full access to your entire Cloudphone.com portal. 

• Select Non-admin to limit their access. A user without admin privileges is only able to manage their own information. 

6. If you elect to create a Personal extension, enter the user’s information including their name, phone number, and the 3-digit extension number. 

7. If you elect to create a Department extension, enter the department name, 3-digit extension code and the email address to which you would like to receive notifications.

• Once you’ve created the Department extension, you’ll be redirected to another page that enables you to add your team members’ phone numbers to that extension. 

• Select the Extension you would like to add to from the list. (Please note - you will not be able to view this list or the “View Extensions” menu option in your left side navigation until you’ve created your first extension.)

• Next, select “Add Number or Device” and follow the prompts in the pop-up window to add each users’ information to the group. You’ll have the option of choosing from an existing extension or a new phone number.

• Next, label the extension line with the users’ name or whatever works for you.

• You can choose additional options, such as how long the call rings for before going to voicemail or transferring to another line, as well as the number you would like for Caller ID to show when the line rings.

• Once you have multiple lines set up in your Department extension group, you can select whether you would like for the calls to ring in order or all at once. 

• Additional call settings include what happens after all extensions ring, but nobody answers. You can elect to have the call connect to a custom voicemail or choose from your list of voicemail greetings that you’ve already created.  

You can also set up Text and Email Notifications, so you or another user are alerted when a call comes in to your Department Extension. 

On Mobile Version: 

1. Open Cloudphone.com application. 

2. Go to Settings in the bottom right corner.

3. Select Extensions from the menu. 

4. Select Add New Extension from the menu. 

5. Follow steps 4 through 7 above. 

You can use the Extensions feature to forward calls to a specific person on your team or multiple people in a department.

Set Up Your Automated Receptionists

And here’s how (desktop version):

Before you even enter into the portal, decide on your menu options and how you would like to direct your callers. Assign each option with a respective number. Then, write out a professional script that can either be used for text-to-speech or a personal greeting. 

1. Sign into your Cloudphone.com account. 

2. Find Receptionists in the menu on the left side of your screen. 

3. Select Add New.

This will take you to a new page on which you can create an automated receptionist.

4. Next, choose from the following options: 

• Text-to-Speech
  
  This option enables you to type out your greeting into the box provided, and use an automated voice to recite it for your greeting. By selecting “Text-to-Speech” options, you can edit the voice, language and speed.

• Voice Recording
  
  This option allows you to record your greeting directly using your smartphone. Click “Record” to activate. An automated system will call your automated business number. Upon answering, proceed to follow the prompts to record your greeting.
  
  Tip: Make sure to have a script written out and ready! This will allow you to record quickly and sound professional.
  

• Upload Audio File
  
  This option allows you to upload your own audio recording. It must be an mp3 or wav file.

5. Next, set up your automated receptionist menu. 

• For each number you’d like to edit, select “Add”.

• Find the correct action from the list. 

• Repeat for each number until all options are set up.

6. Edit additional settings

• You can change the number of times a greeting repeats if the caller takes no action. 

• You can change the next Action that follows if there is no valid input. 

7. Don’t forget to select Save Changes. 

On the mobile version: 

1. Sign into your Cloudphone.com app. 

2. Select Settings in the bottom right corner.

3. Select Receptionists from the Admin Settings. 

4. Select the receptionist you would like to edit or select Add New to create a new one.

5. Follow steps 4 through 7 above.