Bootcamp 2 - Manage Your Inbound Calls

In this second boot camp, we’re looking at how our service helps you manage your inbound calling with its YourCloudPBX features.

  1. Direct your call.
  2. Understand Auto Attendant.
  3. Call Flow Priority.
  4. Setting up Voicemail to email.
  5. Adding Media files.
Direct your Inbound Call

With an inbound call, the simplest thing you can do is pick up the phone and take the call. There are, however, some really useful features that can help out with the way you direct your call.

Explore the Inbound Feature Guide
  1. Log into your Account and click into the Switchboard and select the number that you would like to add features to.
  2. Select Inbound. You will see a range of drop-down options. Some of these you may be familiar with – some may be new.
  3. The changes made here are only for the number that you are updating the settings for and just for that number alone.

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NOTE: Multiple functions can be applied. You can apply one or many of the functions to an individual number, however some functions may stop another from working if not set up correctly. Mostly, this relates to Call Flow Priority which we will cover in this bootcamp lesson.
Save options Every time you make a change, remember to click Save to enable the changes to take place. Some changes happen instantly, and some may take a few minutes to replicate throughout the system, particularly when tied into other numbers.

Call Flow Priority

This is one of the most important areas for you to understand. Now that you know what features are available to for your inbound calls, the Call Flow Priority is a simple hierarchical structure, used to control the way calls are managed by our CloudPBX.
First, let’s take a look at what Call Flow Priority actually does.

  • Every inbound call “hits” your Account.
  • Your Account has a set order of steps that the call must pass through checking along the way whether anyone single feature has been enabled by you.
  • Even before a call is actually connected there may be tasks that your Account is asked to perform which may be set by you, eg Call Rejection. This means that a call hits your Account but it isn’t connected because you have instructed it to be rejected.
  • Post Dialling: After a call is handled by a first feature, on certain circumstances it can automatically transfer to a second function, which we refer to as “post-dialing”. An example could be an Auto Attendant (IVR) that isn’t answered within a specified number of seconds, which will post dial to a voice mailbox, or Call forward to another number altogether.

The Call Flow Priority rules are:

  1. Auto Attendant.
  2. Agent Queuing.
  3. Do Not Disturb.
  4. Call Screening.
  5. Call Forward Always.
  6. Simultaneous Ring.
  7. Hunt Groups.

We recommend creating a mapping or plan of your inbound call flow.

Setting up Voicemail to Email

You may be unavailable when an important voicemail is received. By having this voicemail sent directly to your email inbox, you can pick this up on any device. Alternatively, you can have all your voicemails sent to another person or central team email so your company never misses out on important messages.

  1. In your Account go to Switchboard, select the number you want to add the Voicemail settings to.
  2. Follow the instructions to set up your voicemail settings and recordings. Either record an unavailable message or upload a file.
  3. In the section “Email Voicemail” add the email address where you want the voice message sent to.
  4. You can also turn off the option for the CloudPBX to store your email in your account and only have these sent to your email.

You can send your caller to another phone number’s mailbox directly. This is useful if you want to use a central mailbox for all messages.

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Adding Media Files

You can upload your own recording messages to your account and have these played to your callers when specific features are implemented, eg your Voicemail recording.
You can add your media files when you set up each feature or you can manage all your media files from one place.

  • Enter Switchboard and select your number.
  • Click Media and upload your desired file to any of the options, eg. Voicemail.
  • The media files you upload will work with only the number you have currently selected, not across your entire account.

You can upload media files to apply to these features:

  • Auto Attendant.
  • Voicemail Unavailable.
  • Voicemail Busy.
  • Music on hold.
  • Caller tunes.

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