Call Handling: Business Hours, Announcements, and Voicemail
Call handling determines everything the caller hears when they dial your number: the greeting message, the hold music, your business hours, and the message played when no one answers…
On this page
Call handling determines everything a caller hears when they dial your number: the greeting message, the hold music, your business hours, and the voicemail message left when no one answers. These settings are part of the phone feature integrated into the CRM and are configured on the Phone › Call Handling page.
- Call HandlingAnnouncements, hold music, business hours, and voicemail settings
- Phone numbersNumbers served by the auto-attendant and the SIP line
- InboxVoicemails and missed calls appear here
How a call is handled
- Work Hours Monitoring — If business hours are active and the call is made outside of business hours, the caller hears an out-of-hours message; they can then leave a voicemail or end the call.
- Greeting — If it is during business hours, the greeting message plays first.
- Team Ring — The phones of team members who have opened the Phone page ring simultaneously; the caller hears the "Ringing" sound during this time.
- Call — The call begins when someone picks up. When the agent places the caller on hold, the caller hears the "You have been placed on hold" message.
- If no one answers — When the ring time expires, the "If no one answers" message plays; then a voicemail is recorded or the call ends.
To view the page, you need permission to "View Phone Numbers, Lines, and Credit"; to edit them, you need permission to "Manage Phone Numbers, Lines, and Credit." Changes take effect when you click the "Save Changes" button; if there are unsaved changes, this button also appears at the bottom of the page.
If you haven’t configured any settings, your phone works as follows: no announcement; the caller hears the standard ringtone; system music plays while on hold; the system is off during non-business hours; the system rings for 30 seconds, and if no one answers, the call ends.
Audio Options
In each audio section, options are selected using the buttons at the top:
- Off → Announcements do not play. Available only in announcement areas.
- Text → The text you enter is read aloud in a natural-sounding voice; up to 600 characters. You can preview how it will sound by clicking "Listen."
- Audio file → Your own recording: wav, mp3, ogg, flac, or m4a, up to 20 MB. The file is saved as soon as it is uploaded; click "Edit File" to update it.
- Classic ringtone → Standard phone ringtone. Available only in the "While Ringing" section.
- Music → One of the system music tracks. It appears in the "While Playing" and "On Hold" sections.
1. Welcome
As soon as someone calls, it rings before your team’s phone does. For example: “Thank you for calling; we’ll connect you right away.” Options: Off, Text, Audio file.
2. On-hold music
- Ringback tone: The sound the caller hears until someone answers. Standard ringback tone, music, or audio file.
- When placed on hold: The sound that plays when an agent places the call on hold. Music or an audio file. If the agent’s connection is lost—for example, if the page is refreshed during the call—the caller will hear this sound again.
There is no "silent" option in hold queues; if a caller remains silent, the system may assume the call has been disconnected and hang up.
3. If no one opens it
This section activates when no one has opened it for a certain period of time or when no one on the team has their phone on.
- Playback duration: how many seconds the team will play; one of the options between 15 and 90 seconds (default 30).
- Allow the caller to leave a voice message: If enabled, a beep sounds after the message, and recording begins. If disabled, the call ends immediately after the message—or if there is no message, the call ends immediately.
- Message: Off, Text, or Audio File. If the voice message is on but the message is off, a short default message plays before the signal tone.
4. Business Hours
When you click the "Use Business Hours" button:
- Mark the days you work and enter the opening and closing times for each day. Upon first launch, the default hours are 9:00 AM to 6:00 PM, Monday through Friday. The opening time must be before the closing time; a time slot that extends past midnight cannot be defined.
- Select a time zone; the default is Europe/Istanbul.
- Add dates to the "Holidays" section. On these days, you are considered closed all day; you can add up to 60 dates.
The "Currently Open" or "Currently Closed" badge in the corner of the card indicates the current status based on your saved settings. When the switch is off, calls are answered at any time of day.
5. Outside business hours
This card is visible only during business hours. Select the message callers will hear outside of business hours or on holidays, and use the "Allow callers to leave a voicemail" toggle to enable or disable voicemail. Outside of business hours, your team’s phones will not ring.
By default, the following text is read and the voicemail is active: "You are currently calling outside of our business hours. Please leave a message after the beep, and we will call you back as soon as possible."
6. Voice Message
Select the maximum duration for a voice message: 30 seconds, 1, 2, 3, or 5 minutes (default is 2 minutes).
A voicemail left for you appears in your inbox as a playable call. The call subject is formatted as "Voicemail · number," the call card includes a "Listen to Recording" button, and a missed call notification is sent to your team. Recordings shorter than 2 seconds are not considered voicemails. Voicemail operates independently of your call recording settings; the caller chooses whether to leave a message.
To listen to voicemails, your role must have the "Listen to Call Recordings" permission.
Items not on this page
Keypad menus such as "Press 1 for Sales," call queues, and number-based routing are features of the call center’s interactive voice response (IVR) system. If a call flow has been assigned to a number in the Call center, that flow takes precedence over the settings on this page for that number.