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Docs Answering and routing

Your main line

Set up what callers hear on your main number: a greeting, a dial-by-extension menu, the AI receptionist in front, and hold music.

Your main line is the number on your website and your business card. Set up your main line builds a simple, friendly answer for it in one go: a greeting, a menu where callers dial an extension, a support extension for everyone else, and the AI receptionist in front if you want it. Hold music is already on.

Set it up

The button appears at the end of Connect your phone line, and on the Numbers page once you have a number.

  1. Main number. Pick the number callers ring.
  2. Support extension. The person or desk that answers when a caller presses 0, or makes no choice.
  3. Greeting languages. English, Arabic, or both. Workspaces in the Gulf start with Arabic then English.
  4. Make it the company caller ID, so your outgoing calls show the main number.
  5. AI receptionist in front, optional. Pick one of your receptionists, or leave it off and callers hear the menu.

Before anything changes, What will happen lists every step: what will be created, what will be updated and what stays as it is. Press Set up main line to apply it. You can come back to Review or change it at any time; running it again changes only what is different.

The greeting

Callers hear something like this, with your company name:

“Thank you for calling John’s Bakery. If you know the extension of the person you are calling, dial it now. For support, press 0, or simply stay on the line.”

It says all three options on purpose: callers who do not know they can simply wait tend to hang up. If your workspace has no speech service, Vocivo uses its own recorded greeting without a company name. You can replace it with your own recording under Audio at any time.

With the AI receptionist in front

The receptionist answers first, talks with the caller, and puts them through or takes a message. If the receptionist cannot answer for any reason, the menu is the fallback, so callers are never left in silence. See AI receptionist.

Hold music

Every workspace starts with Vocivo’s own hold music, so a caller on hold never wonders whether they have been cut off. Under Audio you can:

  • upload your own recording and make it the hold music;
  • go back to Use Vocivo hold music;
  • or choose Play silence instead, if you really prefer it.