Numbers and caller ID

Where each number goes

Every number has its own destination, so five numbers on one line do not have to ring the same place. A number can go to:

• A person, on their extension. Good for a direct line.
• A ring group, so a team rings together or in turn.
• A queue, where callers wait in line for the next free person.
• A menu: “Press 1 for sales”, or dial an extension.
• A conference room, or the dial-in for your scheduled meetings.

The AI receptionist has its own switch on each number. When it is on, the receptionist answers first; when it is off, calls go straight to the destination. See AI receptionist.

1. Open Numbers. Numbers you have just added show as unassigned.
2. Choose a destination for each one.
3. Call each number from an outside phone and check it rings the right place.

Business hours and holidays

Set your opening hours and public holidays under Business hours. Calls can then be handled differently when you are closed, and the AI receptionist knows whether you are open right now. Changes take effect on the next call.

Caller ID: the number people see

When you call out, the other person sees a caller ID. Vocivo sets it at two levels:

• The company caller ID, usually your main number. Setting up your main line offers to make it the company caller ID.
• Per person, for people with a direct line who should present their own number.

Your provider decides which numbers you may present. Only use numbers that are on your line, or that your provider has agreed to.

Dialling like a local phone

Your people dial the way they would on any phone in your country, with or without the country code. Vocivo rewrites each number the way your provider expects before it goes out, and stores incoming callers in full international form, so your call history can always ring them back.

Administrators can allow or block international calling, choose allowed countries and block expensive prefixes under Calling policy.

Adding and removing numbers

To add numbers, add them to the phone line they belong to: open the line on the SIP trunks page, or include them when you connect a new line. They appear on Numbers ready for a destination.

Removing a number from Vocivo does not cancel it with your provider. To give a number up, or to buy new ones, contact your provider.

Emergency calls

Emergency numbers such as 911, 999, 112 and 997 always go out, whatever your calling policy says. Each person can be registered at a site address under Emergency calling, so the right location goes with the call, and people can update their location in the mobile app.