Setting up your number is an important step in making sure that your team is ready to make and receive calls. If you are an Aircall Admin, you’ll be able to access the Number Settings page from the Dashboard to do so.
First, you’ll need to connect to your Dashboard. Then, you’ll select the number you’d like to set up from the navigation menu on the left-hand side of the screen. Once you select a number, you’ll arrive at the settings page in the main section of the dashboard. It will appear as a logical flow chart (as pictured below).
From this view, you’ll be able to set up the Business Hours on the phone line by clicking on the pencil icon. You can choose from:
Always open = you’ll always receive calls
Always closed = you’ll never receive calls
Custom = Business hours where the line automatically opens and closes
**Please make sure to select your timezone!
When you have custom business hours set on the phone line, your phone number will automatically open and close at the times indicated.
Next, you can customize the Welcome Message, Voicemail, or Absence message. Click here to learn more about Music & Messages.
Finally, Aircall Admin users will be able to add or remove users and teams to the Call Distribution or change the distribution order.
You can add a team or user by clicking on the dark plus sign, which will open up a pop-out menu to the right where you can search for a team or user. When you click on the team in the flow diagram, a pop-out menu will appear to the right of the screen showing the users in alphabetical order. Below, you’ll see a section where users will be listed that can only make outbound calls. You will be taken to the team settings page.
Once you’ve added all of the desired users or teams, you can then freely drag and drop the order to set up the cascade order via the number flow diagram.
If you have assigned a team to the call distribution of the line, you’ll be able to define the ringing rules. Simultaneously, if you would like the call to ring on all available users at the same time, or Random, where a call will ping to a random available user on the line or team.
Please keep in mind that if you select Random ringing, calls will not ping in an equal round-robin, but rather ping to random available users.
This means that it could ping to the same available user more than once. There is no precise algorithm followed.
Once you’ve set up all of these features, you’re now ready to start making and receiving calls.
Respect Queuing Time (RQT)
Enabling the Respect Queuing Time allows you to configure your calls to stay within the maximum queue time established for your team that is assigned to the phone number regardless of the agent status.
By default, this setting is toggled off, but you can enable it from the number settings.
Select a Phone number.
Select Settings located in the upper right-hand corner.
Scroll to Call Distribution options.
Toggle on or off the RQT.
Learn how these configurations play into your Call Routing.
Setting up your classic number is a breeze, but learning to set up your IVR number might take a little more practice.
Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!