Calls answering settings
When your account is set up, the default setting is for calls to keep ringing not answered. The following options are available for selection:
- Keep ringing
- Ask to leave a voicemail
- Redirect to a user or team
- Redirect to another number
Your call settings only apply when you're called directly on one of your own numbers. If a call received is for a team, then the call settings from the team will override your own call settings. The one exception to this is if you've set yourself to out of hours - in this case, team calls won't be sent through to you during these times.
Editing call settings
- Log into the CloudTalk desktop or mobile app
- Click on Settings
- In the menu, select Calls
- In the Call settings, select one of the following options
With this option selected, your phone will continue to ring until the caller hangs up.
Ask to leave a voicemail
With this option selected, calls will be sent to voicemail after 25 seconds if not answered. The default voicemail greeting is:
"The person you called is not available at the moment. Please leave a message after the tone."
A custom voicemail greeting can be added by either clicking the record button and using your computer's microphone to record the message, or by uploading a pre-recorded greeting. Please note that only mp3 files can be uploaded. To convert other audio formats to mp3, we would recommend using a free tool such as Audacity.
Redirect to a user or a team
Unanswered calls can be sent to another user or team. Select this option then simply select the user or team to redirect calls to.
Redirect to another number
Finally, unanswered calls can be forwarded onto an external number. Forwarding to an external number is charged based on the number entered in the same way an outbound call is charged for. When forwarding calls, there are 2 additional options that can be selected:
Announce calls - tick this option to force the person answering the call to press 1 to accept the call. This is done to ensure that a person has answered the call and it hasn't reached an external voicemail service such as somebody's personal voicemail on a mobile number.
Present dialled number - tick this option to show the number that has been dialled by the caller and not the number the person is calling from. This helps recognise CloudTalk calls separately to other calls received on the forwarding number.