Set Up Call Handling

This guide walks you through setting up call routing for your Talkroute virtual phone number. You'll learn how to configure where incoming calls go, choose a ring strategy, and select an end destination.

Access Your Virtual Phone Number Settings

1. Open the Talkroute desktop application or visit my.talkroute.com.

   If you do not have the desktop application installed, download it here: talkroute.com/downloads

   

    

2. Click the gear icon in the lower left corner to access Settings & Preferences.

    

3. Select Virtual Phone Numbers from the left menu under Phone System > Call Routing.

   

    

4. Click the gear icon next to the virtual phone number you want to configure.

    

Basic Settings

At the top of the Edit Virtual Number screen, you'll find the basic settings for your number:

• Description: Add a label to help identify this number (e.g., "Main Line" or "Sales").
• Welcome Greeting: Select the audio file callers hear when they dial this number. See Record Your Greeting & Voicemail for instructions on creating custom greetings. If you do not want a Greeting to play for callers, you can select the "-None-" option.
• Choose where to route incoming calls: For this guide, select Go to Users & Numbers to route calls directly to your team. See Setting Up A Call Menu for instructions on sending callers to a call menu that forwards calls based on menu options.

Call Routing Settings

The Call Routing Settings section controls how calls are distributed to your team.

Ring Strategy

Choose how you want incoming calls to ring your team:

• Ring All: All users and phone numbers ring at the same time (Up to 10 Forwarding Numbers or Users). The first person to answer gets the call. (Plus plan and higher)
• Ring In Sequence: Ring each user or phone number one at a time in a specific order. If someone does not answer, the call moves to the next in line.

Ring All

With Ring All selected, configure the following:

• What is the maximum time your callers should remain on hold?: How long callers wait before being sent to the end destination.
• How often should we try to forward calls to your phones?: Calls are forwarded to your devices for 30 seconds at a time, up to your maximum hold time. This setting controls how often Talkroute attempts to forward the call to your devices in between each 30 second forwarding attempts.
• End destination: Where callers go if no one answers (voicemail box, disconnect, or a call menu).

Ring In Sequence

With Ring In Sequence selected, configure the following:

• Order: Drag and drop to set the order users and numbers are called.
• Ring time: How long each device rings before moving to the next (set per device).
• Sequence retries: How many times to cycle through the entire sequence before sending callers to the end destination.
• End destination: Where callers go if no one answers (voicemail box, disconnect, or a call menu).

Adding Users & Numbers

Click the + Add button to add destinations to your ring group. You can add:

Phone Numbers (Forwarding Numbers)

These are external phone numbers where calls will ring (cell phones, landlines, etc.). Click Add New Number to add a new forwarding number, or select an existing one.

Desktop Users

These are team members who receive calls through the Talkroute desktop or web app. To add a new login under the account to receive calls with the desktop application, please see How to Add New Users.

Advanced Settings

The Advanced Settings section provides additional options:

• What should we play while your callers are waiting?: Select what callers hear while they are forwarded to your devices (ringing tone, music, or a custom audio file).
• Incoming Caller ID: Choose what displays on your phone when a call comes in, the caller's number or a Talkroute virtual number.

More Options

• Call Recording: Enable recording for incoming and/or outgoing calls. (Pro plan and higher)
• Extension dialing: Allow callers to dial extensions during the welcome greeting.

When you're finished, click Save Changes.

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